Deskripsi Pekerjaan
Join TTEC, a global leader in customer experience, as a Genesys Cloud Support Engineer. We are looking for a dedicated professional to provide Tier 1 technical support, ensuring our clients maximize the potential of the Genesys Cloud platform. You will play a critical role in troubleshooting system configurations, network connectivity, and telephony issues, directly impacting customer satisfaction and operational efficiency.
In this role, you will act as the first line of defense for our clients, diagnosing complex technical problems and providing timely resolutions. You will collaborate closely with the engineering team to escalate and resolve high-priority incidents while maintaining detailed documentation of all interactions. We value proactive problem-solving and a customer-first mindset, making this an excellent opportunity for IT professionals looking to grow their career in a dynamic environment.
Tanggung Jawab
- Provide high-quality Tier 1 technical support for Genesys Cloud customers, addressing inquiries via various channels.
- Troubleshoot and resolve system, network, and telephony-related issues efficiently and effectively.
- Assist customers with account setup, configuration, and basic training on the Genesys Cloud portal.
- Monitor system health and performance to identify potential bottlenecks or outages.
- Document all incidents, resolutions, and workarounds in the ticketing system to maintain accurate records.
- Collaborate with the engineering team to escalate complex technical issues and provide feedback.
- Maintain a deep understanding of Genesys Cloud features and updates to provide accurate guidance.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Strong understanding of cloud-based telephony, CRM systems, and call center technologies.
- Basic knowledge of networking concepts, including TCP/IP, DNS, and VPN connections.
- Excellent verbal and written communication skills in English.
- Ability to work in a fast-paced, high-volume environment with a focus on customer service.
- Proficiency in using remote support tools and ticketing systems (e.g., Zendesk, JIRA).