Chennai Tamil Nadu Virtual customer service Jobs – 109 Open Jobs Today

Sr. Knowledge Management Specialist
Genesys —Chennai, Tamil Nadu
- Online application
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- Bachelor's degree
- Continuous improvement
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DHL —Chennai, Tamil Nadu
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Standard Chartered —Chennai, Tamil Nadu
- Microsoft Excel
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- Master's degree
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- Paid sick time
6d
Quotation Followup (Telecalling)
USHA FIRE SAFETY EQUIPMENTS PVT LTD —Ambattur, Chennai, Tamil Nadu
- ₹15,000 - ₹18,000 a month
- Full-time
- CRM software
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Quick apply
Specialist 3 - Functional Systems & Technology
Comcast Corporation —Chennai, Tamil Nadu
- Weekend availability
- Oracle
- Analysis skills
- Bachelor's degree
8d
Measurement & Report Specialist
Accenture —Chennai, Tamil Nadu
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- Microsoft Office
QA Automation
Liquidity Services, Inc. —Chennai, Tamil Nadu
- Full-time
- Computer Science
- SQL
- Analysis skills
Training Senior Associate
NTT Ltd —Chennai, Tamil Nadu
- Weekend availability
- Microsoft Powerpoint
- Microsoft Excel
- Communication skills
V&A ACE Ops Engineer_RRN00015369_792695
Accenture —Chennai, Tamil Nadu
- Full-time
- Azure
- Customer service
- DevOps
V&A ACE Ops Engineer_RRN00015516_796801
Accenture —Chennai, Tamil Nadu
- Full-time
- Azure
- Customer service
- DevOps
Technical Support Specialist
Gen Digital Inc. —Chennai, Tamil Nadu
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- Customer service
Quick apply
Measurement & Report Analyst
Accenture —Chennai, Tamil Nadu
- Full-time
- Microsoft Excel
- Microsoft Access
- Microsoft Office
Manager - Business Analyst, Banking Advisory
Genpact India Pvt. Ltd. —Chennai, Tamil Nadu
- Full-time
- PMP
- English
- Finance
Quick apply
3d
Business An'yst
Standard Chartered —Chennai, Tamil Nadu
- Oracle
- Master's degree
- SQL
- Health insurance
- Paid sick time
Transformation Lead - Fund Services
Standard Chartered —Chennai, Tamil Nadu
- Communication skills
- Health insurance
- Paid sick time
Senior Manager - Talent Partner Lead
Cognizant —Chennai, Tamil Nadu
- Full-time
- Human resources
- In-person
- Communication skills
6d
Manager - Talent Partner
Cognizant —Chennai, Tamil Nadu
- Full-time
- Analysis skills
- Human resources
- In-person
6d
Junior Executive - Program Management
Flex LTD —Chennai, Tamil Nadu
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- ERP systems
- Paid time off
Technical Specialist Microsoft Services
Hottinger, Bruel & Kjaer —Chennai, Tamil Nadu
- Full-time
- Software troubleshooting
- Windows
- SharePoint
Senior Associate -Digital Product Management
American Express —Chennai, Tamil Nadu
- Full-time
- Writing skills
- Product management
- Agile
3d

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Sr. Knowledge Management Specialist

Genesys -
Chennai, Tamil Nadu

Apply Now

Job details

Full-time

Qualifications

Knowledge management
Computer Science
Incident management
IT service management
Information Systems
Bachelor's degree
Continuous improvement
IT support
ServiceNow
SaaS
AI
Communication skills

Full job description

locations

Chennai (Flexible)

time type

Full time

posted on

Posted 30+ Days Ago

job requisition id

JR110677

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Sr. Knowledge Management Specialist

Role Summary:

Genesys is seeking a proactive Knowledge Management & Service Desk Enablement Specialist to join the Global Service Desk (GSD) team in Chennai. In this role, you will drive continuous improvement in service desk performance by identifying knowledge gaps, enhancing content quality, and enabling support teams through structured training, onboarding, and knowledge-sharing initiatives.

As a key partner to Support Operations, QA, and Training, you will drive the effectiveness of the service desk knowledge ecosystem, ensuring agents have timely access to accurate, actionable knowledge. This will enable consistent, high-quality customer experiences and measurable improvements in operational efficiency and support outcomes.

Key Responsibilities:

Knowledge Strategy, Performance & Continuous Improvement

Analyze service desk data (tickets, escalations, trends) to identify knowledge gaps and improvement opportunities.
Conduct audits of incidents and requests to uncover training and documentation needs.
Define and manage KPIs to measure the effectiveness of the knowledge ecosystem (usage, quality, search success, deflection).
Use data-driven insights to improve knowledge content, training effectiveness, and support outcomes.
Drive initiatives to improve first call resolution, reduce escalations, and enhance agent productivity.
Partner with team leads, QA, and SMEs to prioritize improvements and convert tribal knowledge into reusable assets.

Training, Enablement & Knowledge Adoption

Deliver knowledge-sharing sessions, refresher trainings, and upskilling programs.
Lead new hire onboarding on tools, processes, and product knowledge.
Develop targeted learning plans based on recurring issues and performance insights.
Promote a culture of knowledge sharing and continuous learning across the service desk.

Knowledge Management & Governance

Own and maintain knowledge assets, including KB articles, SOPs, runbooks, and ServiceNow content.
Establish and enforce governance models, content standards, and review processes.
Perform periodic audits to ensure relevance, usability, and compliance.
Enhance content structure, tagging, and searchability to improve self-service adoption.
Manage and optimize knowledge across platforms such as ServiceNow and internal repositories.

AI & Automation

Leverage AI tools to identify knowledge gaps, trends, and content improvement opportunities from support data and user interactions.
Use generative AI to create, summarize, and standardize knowledge content while ensuring accuracy and compliance.
Partner with chatbot and virtual agent teams to enable knowledge reuse and improve AI-driven self-service effectiveness.

Required Qualifications:

Bachelor's degree in business, Information Systems, Computer Science, or a related field.
4–7 years of experience in Knowledge Management, IT Service Management, or Support Enablement roles.
Hands-on experience with ServiceNow Knowledge Management or similar platforms.
Strong understanding of service desk operations, incident management, and IT support workflows.
Experience designing or implementing AI-ready knowledge frameworks, governance models, and content strategies.
Solid understanding of AI/automation concepts in knowledge management and support environments.
Proven ability to analyze support data and translate insights into actionable improvements.
Excellent communication, collaboration, training, and facilitation skills.

Preferred Qualifications:

Experience in SaaS, Cloud, or Customer Experience (CX) environments.
Familiarity with AI-powered knowledge systems, chatbots, or virtual assistants.
Working knowledge of ITIL practices or KCS (Knowledge-Centered Service) methodology.
Experience working with global, cross-functional support teams.
Exposure to QA frameworks, audit processes, and service desk performance metrics.

#LI-Remote

#LI-GR1

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Apply Now

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virtual customer service jobs in chennai tamil nadu

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