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Genesys Cloud Support Engineer

1 day, 1 hour ago
Philippines
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 8

Description

  • Provide technical support for Genesys Cloud customers and respond to issues, concerns, and enhancement requests.
  • Serve as the first line of support for calls, including emergency support calls, and handle most call levels.
  • Diagnose reported issues through root cause analysis using customer dialogue, system research, and collaboration with team members, vendors, and manufacturers.
  • Resolve issues, follow up on outstanding cases, and escalate problems in a timely manner when needed.
  • Respond to support requests received via live voice, email, and web channels.
  • Document cases thoroughly in the internal ticketing system to ensure accurate tracking from reporting through resolution.
  • Initiate billing processes when required as part of case handling.
  • Support hardware, software, network, and telephony-related issues and concerns.
  • Maintain effective relationships with clients, vendors, and manufacturers to support customer satisfaction.
  • Collaborate with internal and external resources to deliver timely and high-quality results.

Requirements

  • Genesys Cloud certification.
  • Comprehensive knowledge of Genesys Cloud solutions and troubleshooting.
  • 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.

Benefits

  • Remote work arrangement.
  • Opportunity to work with a globally recognized TTEC Digital Genesys Partner Practice.
  • Great Place To Work 2024-2025 certified employer.
  • Employment with a company committed to diversity, equity, and inclusion.
  • Access to a large, global organization with 1,800+ employees in TTEC Digital and 60,000+ employees in TTEC Engage.

Interested in this position?

Apply directly on the company website

Apply Now

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