Support Engineer managing Windows infrastructures for leading IT service provider. Responsibilities include administration, patch management, and implementing workplace solutions.
About the role
- Technical Support Engineer providing Tier 1 support for Genesys Cloud users via voice, chat, email, and sms. Logging, tracking, and resolving issues while collaborating with other support teams for customer satisfaction.
Responsibilities
- Provide Tier 1 support for Genesys Cloud users using voice, chat, email, sms, workitems, and others, by responding to inbound support requests
- Log, track, and resolve issues within the Genesys Cloud system, documenting all customer interactions and technical details accurately
- Identify, troubleshoot, and resolve common system-related issues such as call routing failures, voice quality problems, agent connectivity issues, and platform functionality errors
- Guide users through basic system configurations such as adjusting user profiles, managing queues, and troubleshooting routing configurations
- Record and document each interaction, issue resolution, and technical details within the support ticketing system
- Collaborate with other support teams, technical engineers, and vendors to resolve complex issues that cannot be addressed at the agent level
- Ensure adherence to established service level agreements (SLAs) for issue resolution and customer satisfaction
- Manage and execute daily check process to ensure service availability
Requirements
- Bachelor’s Degree or equivalent experience
- Genesys Cloud certifications or strong Genesys Cloud platform troubleshooting - Admin Role
- 2+ years related experience in a Technical Support or related role
- Experience working on agile teams that release at least every two weeks
- Strong problem-solving skills and ability to troubleshoot complex contact center issues independently
- Experience using or supporting the Genesys Cloud platform, with knowledge of features like call routing, IVR (Interactive Voice Response), call reporting, and agent management
- Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical end-users effectively
- Strong attention to detail and outstanding analytical and problem-solving skills
- Experience reading application logs
Benefits
- Hybrid work model provides a flexible work/life balance
- Voluntary Provident Fund is an additional voluntary contribution scheme associated with the statutory Employee Provident Fund (EPF)
- Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
- Comprehensive health benefits new hire eligibility starts on day 1 of employment
- Generous Paid Time Off includes National holidays(10), Earned leaves(15), sick leave(12), plus one (1) volunteer day to participate and give back to our local communities
- Gratuity is applicable upon completion of 5 years as per the Gratuity Act
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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