Technical Support Engineer

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 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. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Please note: this position is schedule to work the EMEA shift (12am-9am ET), Sunday through Thursday.

About the Position:

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 next level support team. You won’t be in this alone. We are a team that helps each other and likes to have fun too.

Responsibilities:

• Primary contact for customers for any technical issues

• You will 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 internals 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 medias

• Ability to understand the automation of those customer interactions through flows leveraging interactive voice response, text and speech recognition, bots and artificial intelligence.

• You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.

• 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 is required

• Ability to present ideas in a user-friendly, business-friendly manner

• You will have a bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$25.67 - $50.34

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: