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Customer Care
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200000TB Requisition #

Job Title: Sr. Technical Support Engineer, PureCloud Customer Care

Job Location: Manila, Philippines

Job Reports to: Technical Group Manager 
 
Job Summary

The Genesys Senior Technical Support Engineer is responsible for using independent judgment to interact with customers through email, chat, and phone to investigate, identify and create solutions in addition to interfacing with other internal teams as required. 

The Engineer must be able to manage multiple customers and customer issues simultaneously while striving and maintaining the highest degree of customer satisfaction. Customer Satisfaction with resolution on first contact is the number one goal for this position. 

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

Responsibilities in Cloud Customer Care 

  • Interacting with customers submitting issues using the SalesForce case management tool, “My Support” using emails, voice calls, and online shared sessions/meetings 
  • Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature
  • Using proactive approach, interact directly with customers attempting to isolate, reproduce, troubleshoot and resolve problems using available systems and tools, investigate potential workarounds for verified defects, manage customer expectations to maintain customer satisfaction. 
  • Follow proper case management processes using case management system, and meeting all service level targets
  • Interface with Subject Matter Experts, following established escalation and notification paths when necessary where the problem cannot be resolved through initial troubleshooting  
  • Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours. 
  • Participate in the creation of and adding to Knowledge articles, Troubleshooting Guides, FAQ’s, and other related support collateral. 
  • Review all open cases in a product skill group, identifying bugs and trends across cases to drive resolution
  • Act as liaison to DevOps for software issue identification and resolution
  • Act as liaison to Product Management for feature releases, sharing information across product skill group in advance of releases
  • Identify and manage Critical incidents for customer or platform outages, using established process
  • Provide technical evaluation and feedback loop for partners, and cultivate relationships with partner support teams
  • Develop and deliver training for product skill area to colleagues, partners, and customers
  • Provide analysis and feedback to help process improvement internally to the Care team and those teams Care interacts with for improvements in customer satisfaction. 
  • Attend training courses to sustain/enhance product knowledge, follow established guidelines for quality assurance, high level of customer satisfaction, security measures and ensure the company is always represented in the most positive manner.
  • Perform other related support duties, as required by the company.

Teamwork, Problem Solving, Communication  

  • Works well with Customer Care team members, willing and able to assist other team members in problem resolution.  
  • Works successfully with expert help members of Engineering, Quality Assurance, Operations, Offer Mgmt., Professional Services and other teams necessary for solutions.
  • Troubleshoot customer issues with respect to Genesys Cloud products to resolve problems
  • Developing knowledge and proficiency in the use and implementation of Genesys Cloud Products
  • Maintains a current understanding of current & new product features
  • Shares updates on implementation and troubleshooting of new product features with team as necessary 
  • Produces well written documentation and demonstrates excellent verbal skills as needed for interacting and communicating with customers along with patience when dealing with difficult customers 
  • Engaged problem-solver who perseveres in challenges through to a swift resolution
  • Focus on customer success and customer experience during troubleshooting and resolution

Qualifications  

  • Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience.
  • Fluent in English, possess excellent verbal and written communications skills 
  • Must be comfortable working in fast-paced team environment, can cope under pressure and work to stringent timelines 
  • Experience supporting Genesys Cloud products is a plus
  • Proven excellence with customer facing activities. Must have a passion for customer satisfaction and the ability to manage customers’ needs and expectations.
  • 5-7 years of software technical support and/or development or other relevant experience 
  • Experience with Sales Force Case Mgmt. tool, in a customer service organization, good understanding of cloud-based SaaS environment is a plus 
  • Experience supporting contact center environments, CTI, PBX, ACD, IVR, CRM, Telephony: ISDN, E1/T1, SS7, CAS/CCS, QSIG, Web technologies: XML/ASP/JSP (not required), web servers (IIS, Apache/Tomcat, Web Sphere), HTTP 
  • Experience with VoIP communications, SIP communication protocols, and networking protocols
  • Network Certifications with Voice specialization a plus (CCNP:  Collaboration or equivalent)
  • Excellent communication skills
  • Ability to exercise judgment to determine appropriate solutions to customer technical issues
  • Self-sufficiency and a drive to expand knowledge base beyond the required curriculum
  • Proficiency in Microsoft Operating Systems and Microsoft Office, Windows
  • Strong analytical and troubleshooting, problem determination and problem-solving skills with attention to detail 
  • Ability to present complex information in a clear, concise manner.
  • Ability to work in a team environment.
  • Ability to multi-task, prioritize and be detail oriented.
  • Ability to take initiative and be proactive.

Work Context 

  • Communicates regularly with customers, colleagues, and management.
  • Uses computer frequently.
  • Works at desk 80% of the work day.
  • Communicates with customers, discerns key issues and recommends solutions.
  • Moves objects weighing 10-25lbs.
  • Regularly presents product information to customers and partners.
  • Compiles product information from multiple sources and writes documentation.
  • Travels to customer and business sites including international locations (less than 10%)
  • Available after-hours for emergency situations.

About Us

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com. 

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.

 

Job Location

Manila, Philippines

Position Type

Full-Time/Regular

 

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