Staff Technical Support Engineer

📁
Customer Care
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190000YH Requisition #
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620 Total Views

Summary:

As part of the Customer Care Team, the Staff Customer Care Engineer will be responsible for the troubleshooting, resolution, and communication of customer issues reported to Genesys Customer Care.

 

Job Description: 

                  Troubleshoot and resolve complex cross-component technical issues of the Telephony product suite for Genesys, targeting the resolution to be within SLA contract with the customer.

                  Log and Track issues within our CRM solution (Salesforce) including research, customer communication, and updates as the problems are being worked.

                  Participate in calls, outage bridges and remote troubleshooting sessions when required and be the escalation support interface with customers and partners as necessary.

                  Understand urgency and business impact of the issue, maintain customer expectations and work within the escalation path when necessary to maintain customer satisfaction.

                  Maintain ownership of customer reported issues until resolved.

                  Close issues with a concise written resolution and root cause analysis when confirmed by customer.

                  Analyze Software problems and Defects and interface with other departments, including Engineering and Product Management.

                  Log and Track Defects and improvements via our Defect Tracking system (Jira).

                  Build and maintain test environments/labs for troubleshooting and testing.

                  Provide Expert level help and mentoring to less senior team members.

                  Design and develop troubleshooting software and tools when required.

                  Participate in the process of product improvement by providing feedback on the product quality and reviewing Technical documentation.

                  Create advanced Troubleshooting Guides and develop Technical Tutorials for internal and external purposes and contribute to the public Genesys knowledge base.

                  Participate in after-hours on-call coverage as required.

                  Position requires fully reimbursed business travel to offices and customers’ sites.

 

Education:

                  Bachelor’s degree in computer science or related field.

 

Experience:

                  5 or more years of experience as Technical Support Engineer, Software Developer, Database Administrator, Computer Systems or Network Engineer, System Administrator, Contact Center support or administration or related occupation.

 

Required Skills:

                  TCP/IP networking, VoIP, SIP and RTP protocols.

                  Telephony, including ISDN, CAS, T1/E1, Audiocodes and Dialogic.

                  Troubleshooting of software for operating systems such as Unix, Linux, Solaris and Windows.

                  Troubleshooting for web services, including Apache web server, Apache Tomcat, lighttpd.

                  Outstanding analytical and problem-solving skills.

                  Ability to multi-task and prioritize concurrent issues.

                  Ability to work under pressure and handle high stress situations.

                  Excellent verbal and written communication skills.

 

Preferred Skills:

                  Software development using C++, Java, Perl, PHP and XML/SCXML.

                  RDBMS, including MS SQL, Oracle, Cassandra and Postgre.

                  Genesys Solutions (Framework & Telephony products)

                  Development of software for operating systems such as Unix, Linux, Solaris and Windows.

                  Programming for web services, including Apache web server, Apache Tomcat, lighttpd.

                  Software development for Genesys Framework.

 

 

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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