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Genesys Cloud Support Engineer

1 month ago
Colombia
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 55

Description

  • Provide technical support for Genesys Cloud and respond to customer-reported issues, concerns, and enhancement requests.
  • Serve as first-line support for standard and emergency support calls.
  • Diagnose issues through root cause analysis using customer dialogue, system research, and collaboration with team members, vendors, and manufacturers.
  • Resolve issues, follow up on open cases, and escalate outstanding problems in a timely manner.
  • Respond to support requests received by phone, email, and web channels.
  • Document cases thoroughly in the internal ticketing system from reporting through resolution.
  • Initiate billing processes when required.
  • Support hardware, software, network, and telephony-related customer issues.
  • Maintain strong relationships with clients, vendors, and manufacturers to support customer satisfaction.
  • Collaborate with internal and external stakeholders to deliver timely, high-quality results.

Requirements

  • Genesys Cloud certification.
  • Strong knowledge of Genesys Cloud and troubleshooting practices.
  • 1+ years of Genesys Cloud technical support experience.
  • Knowledge of computer networks, integrations, and Windows operating systems.
  • Genesys PureConnect and/or legacy telephony knowledge is a plus.
  • Ability to provide basic programming and/or customer configuration recommendations.
  • Demonstrated professionalism when 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.

Interested in this position?

Apply directly on the company website

Apply Now

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