Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Title: Technical Support Engineer
About the Position:
As a Technical Support Engineer, you will be responsible for all customer issues via telephone, e-mail, chats, and cases in our CRM to ensure courteous, timely and effective resolution of end user issues. Your main objective is to ensure proper operation of the Genesys Cloud org in order for Customers to accomplish business tasks. This includes actively resolving customer requests within established SLTs. Problem resolution may involve the use of diagnostic tools and collaboration with other engineers, as well as require proper escalation to next level support team. You won’t be in this alone. We are a team that helps each other and likes to have fun too.
Key Responsibilities:
The primary responsibilities for this role include (but are not limited to):
- Primary contact for customers for any technical issues
- You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.
- 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
- Develop a deep understanding of Genesys cloud
- Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range Genesys Cloud
- Communicate any technical issues to the customer
- Serve as the client contract expert for the purpose of spotting tickets that are out of the normal scope and require further account management action
- Monitor incident trends and anticipate potential problems for proactive resolution
- Participate in an on-call rotation
- Meet weekly measured goals and metrics (SLT, Utilization and documentation)
Requirements:
- Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
- Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECs
- You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.
- Proficiency in troubleshooting complex systems
- Excellent communication skills, both written and verbal
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
- Strong documentation skills
- Ability to conduct research into a wide range of issues is required
- Ability to present ideas in a user-friendly, business-friendly manner
- You will have a bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.
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If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
