Genesys Cloud Support Engineer
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Job Description
Providing technical support and troubleshooting for Genesys Cloud solutions. Collaborating with clients and teams to ensure customer satisfaction and resolving technical queries.
Responsibilities:
- Providing customer technical support for Genesys Cloud and working closely with Senior Technical Consultants, Escalation Managers and the team Manager for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.
- First line for support calls and emergency support calls and handles most call levels.
- Diagnosing reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(s) and other research with team members, vendors and manufacturers. Follows-up, resolves and/or escalates outstanding issues in a timely manner.
- Responding to requests received through, but not limited to, live voice, e-mail or web.
- Completing thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required.
- Serving as a first line of customer support for hardware, software, and network and/or telephony reported issues and concerns.
- Maintaining effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Collaborating with all resources (internal or external) necessary to deliver a timely and high-quality result.
Requirements:
- Genesys Cloud Certification
- Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills. Genesys PureConnect and/or legacy telephony knowledge is a plus.
- 1+ years of Genesys Cloud technical support experience.
- Comprehensive knowledge of computer networks, integrations, and Windows Operating Systems. May provide basic programming and/or customer configuration recommendations.
- Demonstrated professionalism representing the Company to customers and vendors
- Demonstrated ability to deliver a high level of customer satisfaction
- Demonstrated problem solving abilities
- Minimum of a High School diploma or equivalent.
Benefits:
- Health insurance
- Work-from-home opportunities
- Paid time off
- Training and development programs
- Employee recognition programs
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