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14 вересня 2018

Technical Support Engineer (вакансія неактивна)

Київ

Необхідні навички

• Good communication and organizational skills;
• Be independent, self-motivated, disciplined and detail-oriented;
• Possess a degree in Computer Science/Engineering or related technical fields or equivalent experience;
• Advanced level of experience with following set of skills:
• Spoken English (Upper intermediate);
• Strong analytical and troubleshooting skills;
• Fundamental knowledge with basic troubleshooting skills in
• Networking;
• Databases (MSSQL or Oracle + basic SQL);
• Operating systems;
• Web technologies;
• Scripting (bash, python, perl, etc.);
• Experience in the following areas will be a plus:
— Call Center/Telephony business and software.

Пропонуємо

• Strong career opportunities for professionals
• A variety of international projects and mobility across projects
• Professional development support and professional certification opportunities
• Competitive compensation, advanced bonus systems
• 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
• Free fruit (offices in Kyiv, Vinnytsia, Kharkiv)
• Corporate, social and cultural events

Обов’язки

• Resolve technical issues of the Genesys Business Applications product suite for Genesys Customers and Partners around the world.
• Research reported issues to find resolution through log analysis, problem replication, knowledge base 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.
• Work in a tier-less support model with collaboration from other support engineers when necessary to resolve difficult issues.
• 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 knowledge base

Про проєкт

The customer is the world’s leading provider of customer service and contact center software, with more than 4,500 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience.
Our candidate will be responsible for providing technical support for part of the wide list of products. 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.
This position requires deep and genuine desire to help people around — either customers, or colleagues, sitting next to you.