Technical Support Engineer - RAD

January 31

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Genesys

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Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

Call Center Software • Cloud Contact Center • Customer Experience Software • Contact Center as a Service • Customer Self-Service

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

📋 Description

• Join a dynamic and supportive team as a Technical Support Engineer, where you will play a critical role in ensuring the success of our customers by resolving technical issues effectively and efficiently. • You will interact with customers via phone, email, chat, and case management tools to troubleshoot issues and provide timely resolutions. • Your efforts will ensure the proper operation of the Genesys Cloud platform, empowering customers to achieve their business objectives. • Collaboration with internal teams and adherence to service level targets are key components of this role. • Build and maintain test environments for troubleshooting and continuous learning. • Ensure service level targets for case response times are consistently met. • Continuously develop expertise in Genesys products through training and hands-on experience.

🎯 Requirements

• Solid understanding of customer experience in the contact center industry, including managing interactions over phone, email, chat, and social media. • Familiarity with automating customer interactions using IVR, text/speech recognition, bots, and artificial intelligence. • Proven proficiency in troubleshooting complex systems and conducting thorough research to resolve issues. • Excellent written and verbal communication skills; must be fluent in both English and Spanish. • Exceptional interpersonal skills, with an emphasis on active listening and rapport-building. • Strong documentation skills and the ability to present ideas in a user-friendly, business-oriented manner. • Bachelor’s degree in Computer Science, Computer Technology, a related technical discipline, or equivalent professional experience. • Comfortable working in a fast-paced, high-pressure environment with strict deadlines.