Genesys empowers more than 8,000 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.
Genesys is looking for experienced candidates for the position of 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 assisting with inquiries from our customers using Genesys Cloud CX. Our customers contact us by phone, chat or email.
Once contacted, you will need to identify the issue, understand how it impacts their business, and then find a solution to the problem. You won’t be in this alone. We are a team that helps each other and likes to have fun while at it.
This role opens up opportunities for applicants based in Sydney, Brisbane, Canberra, Melbourne, Adelaide and Perth
Primary Responsibilities

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 a path to resolution.
• Participate in internal and customer facing calls related to support issues.
• Interact with various internal 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 the process and seek ways to improve customer satisfaction.
• Update the knowledge base upon resolution of a support issue to document the solution for future reference.

Minimum qualifications/ skills:

• Bachelor’s degree in IT related technical discipline or equivalent 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.
• Demonstrated experience of working in a client facing role.
• Demonstrated strong problem-solving capabilities with a “get it done” attitude.
• Eligible to support IRAP customers.

Desired skills

• 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 center environments, CTI, PBX, ACD, IVR, CRM, Dialler
• 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.
• Proficiency in Japanese is desired.

Key Characteristics:

• Empathy: You are curious about how other people work, live, and think. You enjoy meeting the users of our products, and thinking about design by visualizing yourself as one who will use it.
• Creativity: You can discover numerous potential solutions to a problem.
• Superb communication skills: You can communicate broad concepts as well as fine detail through written and graphical media.
• Quick Learner: You can quickly learn and 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 always well defined. You can cope with change, shift gears comfortably, and can decide and act without having the total picture.

Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must be legally permitted to work in Australia.

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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 reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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 a path to resolution.
• Participate in internal and customer facing calls related to support issues.
• Interact with various internal 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 the process and seek ways to improve customer satisfaction.
• Update the knowledge base upon resolution of a support issue to document the solution for future reference