Role overview

Qualifications

Genesys Cloud Certification.
1+ years of Genesys Cloud technical support experience; strong troubleshooting skills; knowledge of Genesys Cloud required; PureConnect and/or legacy telephony knowledge a plus.
Comprehensive knowledge of computer networks, integrations, and Windows operating systems; ability to provide basic programming and/or customer configuration recommendations.
Demonstrated professionalism, commitment to delivering high customer satisfaction, and strong problem-solving abilities; minimum of a High School diploma or equivalent.

Responsibilities

Provide technical support for Genesys Cloud and collaborate with Senior Technical Consultants, Escalation Managers, and the team Manager to address issues, requests, or enhancements triggered by customer needs or system alerts.
Serve as first-line and emergency support, handling most call levels and triaging incidents.
Conduct root-cause analysis to diagnose issues, perform research with internal teams, vendors, and manufacturers, and follow up or escalate as needed.
Document thoroughly in the internal ticketing system from report to resolution, including any necessary billing steps.

Key facts

Remote from: Philippines, Colombia
Full time
Junior (1-2 years)
Cloud Systems Engineer
English

Hard skills

Genesys Computer Network Operations Microsoft Operating Systems Root Cause Analysis Incident Management Systems Integration Computer Telephony Integration Hardware Support Network Support Computer Programming Escalation Management

Other skills

Customer Service
Professionalism
Problem Solving
Communication
Teamwork
Relationship Management

About the company

TTEC Digital

Information Technology & Services

TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.

Company details

Company typeLarge

IndustryInformation Technology & Services

Company size1001 - 5000

Links

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Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded Genesys' Partner of the Year award 15 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional customer experience.

The Genesys Cloud Support Engineer provides customer assistance to resolve identified concerns ensuring an optimal customer experience. Through diagnosis of the presenting issues along with review of application programming determines the root cause and an appropriate solution implementing the fix or directing the customer on how to implement the solution. Support may be of a minor or complex nature.

What You'll Be Doing

Providing customer technical support for Genesys Cloud and working closely with Senior Technical Consultants, Escalation Managers and the team Manager for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.

First line for support calls and emergency support calls and handles most call levels.

Diagnosing reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(s) and other research with team members, vendors and manufacturers. Follows-up, resolves and/or escalates outstanding issues in a timely manner.

Responding to requests received through, but not limited to, live voice, e-mail or web.

Completing thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required.

Serving as a first line of customer support for hardware, software, and network and/or telephony reported issues and concerns.

Maintaining effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Collaborating with all resources (internal or external) necessary to deliver a timely and high-quality result.

What You'll Bring to the Role

Genesys Cloud Certification

Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills. Genesys PureConnect and/or legacy telephony knowledge is a plus.

1+ years of Genesys Cloud technical support experience.

Comprehensive knowledge of computer networks, integrations, and Windows Operating Systems. May provide basic programming and/or customer configuration recommendations.

Demonstrated professionalism representing the Company to customers and vendors

Demonstrated ability to deliver a high level of customer satisfaction

Demonstrated problem solving abilities

Minimum of a High School diploma or equivalent.

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