Genesys Cloud Support Engineer

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Delivering technical support to customers for Genesys Cloud while collaborating closely with Senior Technical Consultants, Escalation Managers, and the team Manager regarding reported issues, concerns, or enhancements based on client requests, system or environmental alerts, and vendor or manufacturer notifications.

• Acting as the primary point of contact for support calls and emergency situations, managing most levels of inquiries.

• Analyzing reported issues through root cause examination, which may involve customer interactions, system analysis, and consultation with team members, vendors, and manufacturers. Ensuring timely follow-up, resolution, and escalation of unresolved matters.

• Addressing requests received via various channels, including live voice, email, or web submissions.

• Performing detailed documentation using the internal ticketing system to ensure accurate tracking of issues from initial report to resolution, which may involve initiating the billing process as necessary.

• Acting as the initial line of customer support for hardware, software, and network or telephony-related issues and concerns.

• Cultivating effective relationships with clients, vendors, and manufacturers to ensure a high level of customer satisfaction. Collaborating with all necessary resources, both internal and external, to achieve timely and high-quality outcomes.

⛳️ Requirements

• Genesys Cloud Certification.

• In-depth understanding of the Genesys Cloud solution along with troubleshooting expertise. Familiarity with Genesys PureConnect and/or legacy telephony is advantageous.

• At least 1 year of experience in Genesys Cloud technical support.

• Comprehensive knowledge of computer networks, integrations, and Windows Operating Systems, with the ability to provide basic programming and/or customer configuration recommendations.

• Proven professionalism in representing the Company to both customers and vendors.

• Proven capability to deliver high levels of customer satisfaction.

• Evident problem-solving skills.

• Minimum educational requirement of a High School diploma or equivalent.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Supportive work environment with a focus on teamwork and collaboration.