Customer Care
190000YO Requisition #
1037 Total Views

Senior Cloud Support Analysts will provide technical support to Genesys customers that subscribe to one or more of our Cloud Offerings.  They will interact with our customers, respond to support requests via phone, web, or other channels, and interface with other internal teams as required.


Genesys Cloud Support is a 7x24 contact center environment.  As such, Senior Support Analysts may be required to work in various shifts to ensure availability to our customers.



                  Respond to reported support issues in a timely manner via Genesys' Case Management tool (Salesforce.com / Service Cloud)

                  Collect logs related to customer affecting issues and investigate for possible root cause

                  Resolve support issues through investigation, replication, and troubleshooting 

                  Participate in internal and customer facing calls related to support issues

                  Interact directly with customers to obtain additional information or to provide status updates or resolutions

                  Interact with the Genesys Platform Operations team to resolve support issues

                  Organize and lead conference calls during customer-affecting service interruptions

                  Become knowledgeable on Genesys products through training and hands-on experience

                  Identify improvements to process and seek ways to improve customer satisfaction

                  Complete basic change requests submitted by customers

                  Update Knowledge Base upon resolution of a support issue to document the solution for future reference

                  Ensure Service Level Targets for Case Response times are met

                  Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours.

                  Attend, and eventually deliver, training courses to sustain/enhance product knowledge

                  Have a technical background in accordance with the requirements set out below


Qualifications/Skills Desired and Preferred:

                  BA or BS in Computer Science or Engineering, or related technical fields.

                  US citizen & resident required.

                  4+ years of software technical support and/or development, or other relevant experience.

                  Ability to work independently with good quality work habits.

                  Operating systems: Windows and Linux.

                  TCP/IP Networking.

                  Thorough knowledge and relevant experience in the following areas: SIP and RTP.

                  An excellent understanding of the SIP messages and responses.

                  SIP system components (media gateways, proxies, end-points, etc.)

                  Web technologies: XML/ASP/JSP, web servers (IIS, Apache/Tomcat, Web Sphere), HTTP.

                  Fluent English skills are required; additional languages are a plus.

                  Strong analytical and troubleshooting skills with attention to detail.

                  Excellent communication skills (written and oral)

                  Strong customer focus.

                  Must be able to cope under pressure and work to stringent timelines.

                  Experience in supporting contact center environments (On-premises or Cloud based) is preferred.



About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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