Junior L1 Genesys Support Engineer

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

📋 Description

• Manage and handle requests based on alerts and calls, adhering to the established SLA.

• Clarify incoming requests with customers, create tickets, and assign them to L2 Engineers.

• Respond promptly to call alerts.

• Adhere to support procedures and contribute to the enhancement of these processes.

• Acknowledge alerts received from OpsGenie.

• Generate tickets.

• Execute L1/L2 level fixes according to predefined procedures.

⛳️ Requirements

• Proficient in troubleshooting and conducting root cause analysis, including reviewing logs and diagnosing issues.

• Background in Technical Support.

• Familiarity with SLA principles and the capability to operate within SLA requirements.

• Exceptional attention to detail combined with a responsible and patient approach to problem-solving.

• Willingness to grow and advance within Support Services.

• Quick learner with a proactive attitude.

• Team-oriented individual with a commitment to continuous learning.

• Interest in enhancing knowledge of Genesys technologies.

🏝️ Benefits

• Employees have the option to work remotely.