2000005L Requisition #

The Intern System Engineer for PureConnect Customer Care interacts with customers to investigate, identify and create solutions for their needs. The role is an exciting and rewarding one for interns looking for a varied, flexible, and technically challenging Customer Care position in a global software organization.


Major Responsibilities/Activities


  • Primary customer contact and active communication for providing accurate and creative technical solutions to user problems of moderate and difficult nature.

  • Use independent judgment to research, resolve, and respond to questions received via telephone calls and web incidents in a timely manner.

  • Perform system analysis to identify and develop solutions for customer problems, including hardware, software, or system functionality.

  • Analyze and create documented solutions that will be published to a company knowledge base for internal and external use.

  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and partners.

  • Participate in team projects, including the design, development, documentation, analysis, and testing of systems to enhance the quality or efficiency of support service.

  • Develop and deploy test systems.

  • Continually enhance technical and professional skills.



Minimum Requirements


  • Studies in Computer Sciences, Software Engineering, Telecommunications fields.

  • Excellent written and oral communication skills, including the ability to explain complex concepts simply

  • Customer service background strongly preferred

  • Microsoft Office skills (e.g. Word, Excel, PowerPoint and Outlook)

  • Relevant educational background of, or at least 6 months of hands-on experience with, troubleshooting/administration/support of Microsoft window-based applications, infrastructure, and Telephony/Voice Networks.

  • Fluency in English is a must.

  • Ability to quickly understand complex software and concepts

  • Must be able to follow instructions, complete required tasks on time, and get along with others

  • Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands

  • Ability to take initiative and be proactive

  • It is a requirement of this position to complete the Interactive Core Certified Engineer (ICCE) certification program. Successful completion of the ICCE certification program, including attending training and passing two exams, is a condition of employment for this position.

  • It is a requirement of this position to obtain the Cloud Services Change Request Process certification. Successful completion of the Cloud Services Change Request Process certification, including attending training and passing an exam, is a condition of employment for this position.



Work Context


  • Communicates regularly with customers, colleagues, and management.

  • Uses the computer frequently.

  • Works at desk 70% of the workday.

  • Communicates with customers, discerns key issues and recommends solutions.

  • Regularly presents product information to customers and partners.

  • Compiles product information from multiple sources and writes documentation.

  • Occasionally travels to customer and business sites, including international locations (up to 15%)

  • Provides Monday - Friday business hours technical support after completing the training.

  • Participates in an on-call emergency technical support rotation upon attaining sufficient technical support experience.


About Genesys:

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.


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-CC1

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