Job Seekers, Please send resumes to resumes@hireitpeople.com
Job Responsibilities:
- Respond to reported support issues promptly for Lines of Business who use Genesys Cloud
- Configure new scripts, and user setups in Genesys Cloud
- 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 internal teams (Contact Center Teams, IT - Server, IT - Compute) 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
- Enhance product knowledge
- Work in accordance with the policies and procedures outlined within the best practices courses and documentation
Other skills:
- Experience in supporting contact center environments (Cloud-based) is preferred
- Processes monitoring tools, utilities and commands
- Experience with analyzing application processes memory dumps
- Experience with Command Line Interface (CLI) and shell scripting languages
- Experience with installation and simple configuration
- Experience with monitoring database / SQL execution performance
Personal / Soft skills:
- Excellent customer focus and empathy
- Sense of ownership and pride in a job well done
- Excellent communication skills (written and oral)
- Fluent English language skills are required
- Curiosity to learn new technologies
Minimum years of experience*: 8
