Junior L1 Genesys Support Engineer

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

📋 Description

• Receiving and processing requests based on alerts and calls, adhering to the specified SLA.

• Clarifying incoming requests with customers, creating tickets, and routing them to L2 Engineers.

• Responding promptly to calls and alerts.

• Following support procedures and actively participating in the enhancement of these procedures.

• Acknowledging alerts received from OpsGenie.

• Creating and managing tickets.

• Executing L1/L2 fixes in accordance with established procedures.

⛳️ Requirements

• Proficiency in troubleshooting and root cause analysis, which includes log review and issue diagnostics.

• Proven experience in Technical Support.

• Understanding of SLA principles with the capability to operate within SLA requirements.

• Strong attention to detail along with a responsible and patient approach to problem-solving.

• Desire to grow and advance within Support Services.

• Quick learner with a proactive mindset.

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

• Keen interest in expanding knowledge of Genesys technologies.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility that remote work offers.

• Growth Mindset: benefit from various professional development opportunities, including certification programs, mentorship and talent investment initiatives, internal mobility, and internships.

• Global Impact: work on meaningful projects for leading global clients and help shape the future of industries.

• Welcoming Multicultural Environment: become part of a dynamic, global team and flourish in an inclusive, supportive workplace with open communication and regular team-building social events.

• Social Sustainability Values: engage in our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.