Deskripsi Pekerjaan
Join Cardinal Health as a Genesys Cloud Application Support Specialist and become a vital part of our customer success team. In this hybrid night shift role, you'll be the first point of contact for resolving complex technical issues on the Genesys Cloud CX platform. You'll leverage your problem-solving skills to deliver exceptional customer experiences while working in a dynamic, collaborative environment. This position offers the flexibility of remote work with occasional on-site collaboration, allowing you to balance professional growth with personal well-being. We're seeking a tech-savvy professional who thrives in fast-paced scenarios and is passionate about transforming customer challenges into opportunities for innovation.
Tanggung Jawab
- Resolve customer issues, questions, and concerns regarding the Genesys Cloud CX platform through multiple communication channels
- Provide technical troubleshooting and support for voice, email, chat, and digital engagement solutions
- Document all interactions, resolutions, and escalations in CRM systems with precision and detail
- Collaborate with cross-functional teams to resolve complex technical issues and implement improvements
- Maintain high customer satisfaction rates while adhering to service level agreements
- Continuously update knowledge on Genesys Cloud features and industry best practices
- Analyze support trends to identify opportunities for process optimization
Kualifikasi
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- 1-3 years of technical support experience, preferably with contact center platforms
- Strong troubleshooting skills for cloud-based applications and SaaS environments
- Excellent verbal and written communication skills with customer-centric approach
- Ability to work independently and collaboratively in a hybrid setting
- Comfortable with night shift schedule and adaptable to changing priorities
- Basic understanding of contact center technologies and telephony systems
- Proven track record of maintaining high performance metrics in support roles