02 feb
Genesys
Xico
Technical Support Engineer page is loaded
Technical Support EngineerApply locations: Virtual Office (Mexico)
Time type: Full time
Posted on: Posted 2 Days Ago
Job requisition id: JR106203
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees.
Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency, and operational improvements.
As a Technical Support Engineer, you will be responsible for all customer issues via telephone, e-mail, chats,
and cases in our CRM to ensure courteous, timely, and effective resolution of end user issues.
Your main objective is to ensure proper operation of the Genesys Cloud org in order for Customers to accomplish business tasks.
This includes actively resolving customer requests within established SLTs.
Problem resolution may involve the use of diagnostic tools and collaboration with other engineers, as well as require proper escalation to the next level support team.
Responsibilities: Primary contact for customers for any technical issues.Interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.Collect logs related to customer affecting issues and investigate for possible root cause.Resolve support issues through investigation, replication, and troubleshooting.Participate in internal and customer-facing calls related to support issues.Interact directly with customers to obtain additional information or to provide status updates or resolutions.Interact with various internal teams – R&D;, QA, Technical Publications,
Technical Account Management, Genesys Platform Operations to resolve support issues.Organize and lead conference calls during customer-affecting service interruptions.Become knowledgeable on Genesys products through training and hands-on experience.Identify improvements to process and seek ways to improve customer satisfaction.Meet weekly measured goals and metrics (SLT, Utilization, and documentation).Requirements: Understanding of the Customer Experience in the Contact Center world, especially the management of the customer interactions over phone, email, chat, and social media.Ability to understand the automation of those customer interactions through flows leveraging interactive voice response, text and speech recognition, bots,
and artificial intelligence.Comfortable working in a fast-paced team environment.Proficiency in troubleshooting complex systems.Excellent communication skills, both written and verbal.Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.Strong documentation skills.Ability to conduct research into a wide range of issues.Ability to present ideas in a user-friendly, business-friendly manner.Bachelor's degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.About Genesys: Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees.
Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic,
personalized experiences at scale.
Genesys is an equal opportunity employer committed to equity in the workplace. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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