Sr. Technical Support Engineer

📁
Customer Care
📅
2000005H Requisition #

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. As we continue to grow, we are seeking a talented and ambitious Senior Technical Support Engineer to join the newly established Galway branch of our Genesys Cloud support team.

 

As a senior team member you will have the opportunity to establish yourself and develop as a subject matter expert supporting our cloud-based solution within a collaborative global care team. You will work and develop expertise across areas including telephony, outbound dialling, reporting & analytics, API & integrations, UI and architecture (IVR, routing).

 

The Genesys Cloud Senior Technical Support Engineer is responsible for using independent judgment to interact with customers through email, chat, video conferencing, remote screen sharing, and phone to investigate, understand, and identify solutions to customer problems. In addition, the Engineer will interact with other internal teams as required.

 

The Engineer must be able to manage multiple customers and customer issues simultaneously, while delivering 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.


What you will do:

  • Interact with Genesys customers using the My Support case management system, phone, email, chat, and/or shared screen sessions.
  • Be the primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.
  • Utilize a proactive approach to 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; deliver an amazing customer experience.
  • Using My Support, with regular updates, accurately document details of issues, steps taken, follow up conversations, escalations, and resolution.
  • Interface with other Subject Matter Experts, following established escalation and notification paths when necessary.
  • Alert team members of trending issues and share new-found knowledge as applicable.
  • Participate in an ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours.
  • Participate in the creation of and adding to Knowledgebase Articles, Troubleshooting Guides, FAQ’s, and other support collateral.
  • Provide feedback and recommendations to improve internal processes used by the Care team and those teams with which Care interacts.
  • Attend training courses to sustain/enhance product/skill knowledge; follow established guidelines for quality assurance; strive for high levels of customer satisfaction; follow security protocol and ensure that the company is always represented in the most positive manner. 
  • Work well with Customer Care Team members; assists other team members in problem resolution.
  • Work successfully with all Genesys teams involved in the customer life-cycle.
  • Be a problem-solver who perseveres through challenges to provide timely resolution of customer issues.

Experience & competencies:

  • Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline or equivalent professional technical experience.
  • 2 years plus experience of technical support, software development, and/or other relevant experience.
  • Experience supporting contact center environments.
  • Technical log reading experience; proficiency reading RawJSON exports and Browser Developer tools output.
  • Telephony: Understanding of SIP & VoIP, with the ability to troubleshoot call quality.
  • Networking: Ability to understand network topologies e.g. NAT traversal, Firewalls, troubleshoot packet loss and delay.
  • Must be comfortable working in a fast-paced team environment.
  • Proven excellence regarding customer facing activities; must have a passion for customer satisfaction and the ability to manage customers’ needs and expectations.
  • Strong analytical and troubleshooting skills; problem determination and problem-solving skills with attention to detail.
  • Excellent written and verbal communication skills and ability to present complex information in a clear concise manner.
  • Self-sufficiency and a drive to expand personal knowledge beyond the required curriculum.
  • Ability to multi-task, prioritize, and be detail oriented.

Desirable skills & experience:

  • Experience with API-based applications and integrations.
  • Experience with the SalesForce Service Cloud case management tool in a customer care organization and an understanding of cloud-based SaaS environments.
  • Experience supporting Genesys Cloud products.

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 ServiceSM 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 CloudTM, 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. 

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