📁
Customer Care
📅
200000UX Requisition #


 

Position:             Senior Technical Support Engineer

 

Summary:

 

Senior Technical Support Engineer is responsible to provide technical assistance to Partners and Customers, running Genesys Engage Solutions on-Premises and these, who subscribed to Genesys Engage Cloud Offerings. 

 

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

 

Responsibilities:

 

  • Respond to reported support issues in a timely manner via Genesys' Case Management tool (Salesforce.com / PagerDuty)
  • 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 various internals teams – R&D, QA, Technical Publications,Technical Account Management, Genesys Platform Operations 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
  • 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
  • BA or BS in Computer Science or Engineering, or related technical fields
  • 4+ years of software technical support and/or development, or other relevant experience
  • Experience in supporting contact center environments (On-premises or Cloud based) is preferred
  • Operating systems: Windows and Linux
  • Databases: Oracle, PostgreSQL, MS SQL
  • TCP/IP Networking
  • Knowledge and relevant experience in the following areas: SIP and RTP
  • SIP system components (media gateways, proxies, end-points, etc.)
  • Understanding of the SIP messages and responses
  • Web technologies: XML/ASP/JSP, web servers (IIS, Apache/Tomcat, Web Sphere), HTTP
  • Experience supporting Historical and Realtime Reporting solutions
 
  • Ability to work independently with good quality work habits
  • Strong analytical and troubleshooting skills with attention to detail
  • Strong customer focus
  • Excellent communication skills (written and oral)
  • Fluent English skills are required
  • Must be able to cope under pressure and work to stringent timelines

 

Education/Experience:

 

 

Qualifications/Skills Desired and Preferred:

 

 

Personal/Soft skills:        

 

Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touch points, channels and interactions.

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



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