Technical Support Engineer

at  Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
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.
Do you like working in a mission-critical role where you will solve complex and different technical issues each day? Do you like working with cutting edge technologies to expand your expertise and acumen? Do you like critical thinking, puzzle solving, finding root cause, getting hands on and practical? Do you like collaborating with international and multi discipline teams to drive resolution finding in an effective and efficient manner?
If you’re up for your next challenge, this role might be for you.
About the position:
Genesys is looking for experienced candidates for the position of level 2 senior technical support engineer to complement our global customer support team. This is a customer facing product support role where you will be troubleshooting application issues or assist with enquiries our customers experience when using Genesys Cloud CX. Our customers contact us by phone, chat or email and you’ll identify the issue and find the solution to their problem. You won’t be in this alone. We are a team that helps each other and likes to have fun too.

Major responsibilities and activities:

• Primary contact for customers for any technical issues or questions they experience while using Genesys Cloud CX.
• Interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.
• Triage and troubleshoot reported issues to identify and enable resolution path.
• Participate in internal and customer facing calls related to support issues.
• Interact with various internals teams – R&D, QA, Technical Publications, Technical Account Management, Genesys Platform Operations to resolve support issues.
• Develop subject matter expertise in selected product areas through continued training, hands-on experience and continuous self-development.
• Identify improvements to process and seek ways to improve customer satisfaction.
• Update Knowledge Base upon resolution of a support issue to document the solution for future reference.

Minimum qualifications/ skills:

Not all applicants will have skills that match a job description exactly. Genesys values diverse experiences in other industries, and we encourage everyone who meets the minimum qualifications to apply. If your support career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Genesys. We are always looking for people who will bring something new to the table!

• Bachelor’s degree in IT related technical discipline or equal professional technical experience
• 3+ years of tier 2 technical support related to web applications, CCAAS, UCAAS or SAAS.
• Fluency in written and spoken business English.
• Demonstratable experience of working in a client facing role.
• Demonstratable strong problem-solving capabilities with a “get it done attitude”.

Even better if you have experience is any of the following:

• Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
• Working knowledge on complex network topologies, NAT traversal, Firewalls, Information Security, troubleshooting network impairments
• Work experience supporting contact centre environments, CTI, PBX, ACD, IVR, CRM, Dialer
• Work experience with web technologies: HTTP/XML/ASP/JSP, web servers
• Experience deploying or troubleshooting CRM solutions (Salesforce, ZenDesk, SAP, Microsoft Teams)
• Experience using or creating business reporting, workforce management plans, data reporting using Excel, SQL
• Amenable to work on a night shift or shifting schedule if the role requires.

Key Characteristics:

• Empathy: You are curious about how other people work, live, and think, you will enjoy meeting the users of our products, and thinking about design by visualizing yourself as one who will use it.
• Creativity: You can generate numerous potential solutions to a problem.
• Superb communication skills: You can communicate broad concepts as well as fine detail through written and graphical media.
• A quick learner: You can understand systems and processes, both in software and in the real world.
• Outstanding collaboration skills: You are an effortless collaborator. A true collaboration between internal and external teams is a must-have.
• Comfort with ambiguity: You are comfortable working in a space where problems and solutions are not well defined. You can cope with change, shift gears comfortably, and can decide and act without having the total picture.

If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit
www.genesys.com
.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the
Reasonable Accommodations Form
for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.
This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity 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

• Primary contact for customers for any technical issues or questions they experience while using Genesys Cloud CX.
• Interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.
• Triage and troubleshoot reported issues to identify and enable resolution path.
• Participate in internal and customer facing calls related to support issues.
• Interact with various internals teams – R&D, QA, Technical Publications, Technical Account Management, Genesys Platform Operations to resolve support issues.
• Develop subject matter expertise in selected product areas through continued training, hands-on experience and continuous self-development.
• Identify improvements to process and seek ways to improve customer satisfaction.
• Update Knowledge Base upon resolution of a support issue to document the solution for future reference