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Customer Care
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190000F1 Requisition #
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1567 Total Views



Summary of the Position:

As part of the Customer Care Team, the Senior Technical Support Engineer will be responsible for the troubleshooting, resolution, and communication of customer issues reported to Genesys Customer Care.  They will interact with our customers, respond to support requests via phone, web, or other channels, and interface with other internal teams as required. #LI-AP1

 

Responsibilities include:

  • Resolve technical issues of the Genesys Voice Self Service product suite for Genesys Customers and Partners around the world.
  • Research reported issues to find resolution through log analysis, problem replication, knowledge base searches, and peer collaboration.
  • Understand how the issue impacts the Genesys solution and request appropriate information to resolve it.
  • Log and Track issues within our CRM solution including research, customer communication, and updates as the problems are being worked.
  • Build and maintain test environments/labs for troubleshooting and testing.
  • Understand and set issue priority based upon urgency and business impact.
  • Work in a tier-less support model with collaboration from other support engineers when necessary to resolve difficult issues.
  • Maintain ownership of customer reported issues until resolved.
  • Manage customer expectations and work within the escalation path when necessary to maintain customer satisfaction.
  • Close issues with a concise written resolution and root cause analysis when confirmed by customer
  • Contribute to the public Genesys knowledge base
  • Shift work and after-hours on-call coverage required
  • Provide expert analysis and on site hands customer care as required
  • Provide mentorship of less senior team members both in process and in resolving complex technical issues

Qualifications/Skills Required and Preferred:

 

  • Engineering/Computer Science degree and/or diploma with relevant work experience
  • Experience with the following technologies:
    • Genesys Solutions (Framework & Voice Self Service Products)
    • RDBMS (Oracle, MS-SQL, MySQL)
    • Software Development (Perl, C/C++, PHP)
    • Protocols (IPv4/6, OSI, LDAP, VLAN, VPN)
    • IP Telephony (SIP, PRI, Asterisk)
  • Needs to meet SLA contracts with customers and sometimes juggle many concurrent issues.
  • Strong analytical and troubleshooting skills with attention to detail
  • Excellent communication skills (written and oral)
  • Strong sense of ownership with ability to take control of difficult and/or chaotic situations
  • Experience in supporting contact center environments (premise or cloud based) is preferred.
  • Can handle high stress situations.

 

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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