Senior Technical Support Engineer

Senior Technical Support Engineer page is loaded Senior Technical Support Engineer Apply locations Mexico City (Flexible) time type Full time posted on Posted 2 Days Ago job requisition id JR103976 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.
Senior Technical Support Engineer
Department & Team: Product Support
Location: Mexico City
 This positions are required to work on a shift rotation.
(1st: 17:30 to 02:30 & 2nd: 02:30 to 11:30)
 
About the Position: As a Senior 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 issuesYou 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 causeResolve support issues through investigation, replication, and troubleshootingParticipate in internal and customer facing calls related to support issuesInteract directly with customers to obtain additional information or to provide status updates or resolutionsInteract with various internals teams – R&D, QA, Technical Publications, Technical Account Management, Genesys Platform Operations to resolve support issuesOrganize and lead conference calls during customer-affecting service interruptionsBecome knowledgeable on Genesys products through training and hands-on experienceIdentify improvements to process and seek ways to improve customer satisfactionUpdate Knowledge Base upon resolution of a support issue to document the solution for future referenceEnsure Service Level Targets for Case Response times are metParticipate in a shift and 'on-call' rotation as necessary, to provide support coverage outside of standard business hours.Attend, and eventually deliver, training courses to sustain/enhance product knowledgeDevelop a deep understanding of Genesys cloudTroubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range Genesys CloudCommunicate any technical issues to the customerServe as the client contract expert for the purpose of spotting tickets that are out of the normal scope and require further account management actionMonitor incident trends and anticipate potential problems for proactive resolutionParticipate in an on-call rotationMeet weekly measured goals and metrics (SLT, Utilization and documentation)Requirements: Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devicesAbility to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECsHaving experience supporting contact center environments, CTI, PBX, ACD, IVR, CRM, Web technologies: HTTP/XML/ASP/JSP, web serversYou need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.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 systemsExcellent communication skills, both written and verbalExceptional interpersonal skills, with a focus on rapport-building, listening and questioning skillsStrong documentation skillsAbility to conduct research into a wide range of issues is requiredAbility to present ideas in a user-friendly, business-friendly mannerYou will have a bachelor's degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experienceIf a Genesys employee referred you, please use the link they sent you to apply.
About Genesys: Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit  www.genesys.com .
Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.
This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Join our Talent CommunityIf you are interested in applying at Genesys but don't see an open role you'd like to apply for, click Get Started. You can enter your name and email address and attach your resume or CV.
Employee ReferralIf a Genesys employee referred you, please use the link they sent you to apply.
About GenesysGenesys 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 experience 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, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com .
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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