Genesys Cloud Support Engineer

TTEC Digital

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IT Services and IT Consulting 👥 1001 employees 📍 Austin, Texas, US

TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leadi…

Job Overview

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded Genesys' Partner of the Year award 15 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional customer experience.

Key Responsibilities

• Providing customer technical support for Genesys Cloud and working closely with Senior Technical Consultants, Escalation Managers and the team Manager for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.
• First line for support calls and emergency support calls and handles most call levels.
• Diagnosing reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(s) and other research with team members, vendors and manufacturers. Follows-up, resolves and/or escalates outstanding issues in a timely manner.
• Responding to requests received through, but not limited to, live voice, e-mail or web.
• Completing thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required.
• Serving as a first line of customer support for hardware, software, and network and/or telephony reported issues and concerns.
• Maintaining effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Collaborating with all resources (internal or external) necessary to deliver a timely and high-quality result.

Required Qualifications

• Genesys Cloud Certification
• Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills. Genesys PureConnect and/or legacy telephony knowledge is a plus.
• 1+ years of Genesys Cloud technical support experience.
• Comprehensive knowledge of computer networks, integrations, and Windows Operating Systems. May provide basic programming and/or customer configuration recommendations.
• Demonstrated professionalism representing the Company to customers and vendors
• Demonstrated ability to deliver a high level of customer satisfaction
• Demonstrated problem solving abilities
• Minimum of a High School diploma or equivalent.