Customer Care
190000ZU Requisition #

Job Summary


Perform diagnosis, troubleshooting and resolution of complex customer issues on a range of software products and subsystems, in order to ensure highest possible level of customer satisfaction.


Primary Duties and Responsibilities:


                  Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.

                  Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data.

                  Participate in the creation of Knowledge Base articles, solutions and other related support collateral.

                  To be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented in the most positive manner.

                  To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.

                  To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.

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

                  Perform other related support duties, as required by the company.

                  Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation. 

                  Good inter-personal and communication skills, both orally and written

                  Excellent problem determination and problem-solving skills

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

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



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


Prior work experience:

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


Specialized skills and knowledge:

•            Operating systems: Windows and Linux (CentOS)

•            TCP/IP Networking (routing, firewalls, proxy/reverse proxy)

•            Understanding of virtualization, containers and container management

•            Web servers (IIS, Apache/Tomcat, Jetty), HTTP, REST

•            Databases: MS SQL, Oracle, PostgreSQL, Cassandra


Experience in the following areas would be a plus:

                  Cloud-based software support (AWS, Azure, GCP)

                  DOM and ability to trace browser client-side logs

                  Programming knowledge and experience (Java, JavaScript, node.js, Python, C++)

                  CRM knowledge: Siebel, SAP, Salesforce, etc.


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. #LI-AR2

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