Junior L1 Genesys Support Engineer

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

📋 Description

• Handling and processing requests received through alerts and calls, adhering to the established SLA.

• Engaging with customers to clarify incoming requests, generating tickets, and assigning them to L2 Engineers.

• Responding promptly to alert calls.

• Adhering to support protocols and contributing to the enhancement of these procedures.

• Acknowledging alerts via OpsGenie.

• Creating support tickets.

• Executing Level 1 and Level 2 fixes in accordance with predefined procedures.

⛳️ Requirements

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

• Background in Technical Support.

• Knowledge of SLA guidelines with the capability to operate within SLA constraints.

• Strong attention to detail along with a responsible and patient approach to resolving issues.

• Willingness to learn and advance within Support Services.

• Quick learner with an initiative-driven attitude.

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

• Interest in expanding knowledge related to Genesys technologies.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 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: make the most of the flexibility that comes with remote work.

• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.

• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.

• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

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