Databases (MSSQL or Oracle + basic SQL);
Operating systems (Linux is preferred);
Spoken English (Upper-Intermediate+);
Genesys Solutions (Framework & Business Applications Products) is preferred
Understanding of IP Telephony is preferred
Experience in supporting contact center environments (premise or cloud based) is preferred.
Scripting (bash, python, perl, etc.).
Can handle high stress situations
Strong career opportunities for professionals
A variety of international projects and mobility across projects
Professional development support
Competitive compensation, advanced bonus systems
20 working days of paid vacations and paid sick leaves
Flexible work schedule with a possibility for teleworking
Corporate health insurance program
Foreign languages classes and communication with native speakers
Corporate mobile service compensation in case there’s business need
Modern and conveniently located offices with good working conditions
Sport room, children room
In-house canteen or kitchen, free fruit
Corporate, social and cultural events
As part of the Customer Care Team, the Technical Support Engineer will be responsible for the troubleshooting, resolution, and communication of customer issues reported to Genesys Customer Care.
Resolve technical issues of Genesys PureEngage and PureEngage Cloud product suite for Genesys Customers and Partners around the world.
Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration.
Understand how the issue impacts the Genesys solution and request appropriate information to resolve it.
Log and Track issues within our CRM solution including research, customer communication, and updates as the problems are being worked.
Build and maintain test environments/labs for troubleshooting and testing.
Understand and set issue priority based upon urgency and business impact.
Maintain ownership of customer reported issues until resolved.
Manage customer expectations and work within the escalation path when necessary to maintain customer satisfaction.
Close issues with a concise written resolution and root cause analysis when confirmed by customer
Contribute to the public Genesys knowledgebase
Regular working hours + after-hours on-call coverage required
Engineering/Computer Science degree and/or diploma with relevant work experience
Good analytical and troubleshooting skills;
Strong sense of ownership with ability to take control of difficult and/or chaotic situations
Software consist of multiple components, running in client-server architecture, using a variety of protocols, monitoring health check of the whole environment, providing components with access to configuration information that may consists hundreds of thousands of objects, distributed and virtualized, supported on major databases and major platforms.
Our candidate will be responsible for providing technical support for part of the wide list of products.