We are looking for a Junior L1 Genesys Support Engineer for Genesys Cloud-related projects to perform callflow minor updates, upgrades, changes, and timely resolve clients' issues, following PST time zone for work for full-time and full-remote employment.
Spanish language proficiency is a must.
This is a great opportunity for a real quick learner, customer-focused technical individual, patient and attentive to detail person, who is ready to work in a team, willing to develop support services, and learn Genesys technology. This person will possess a demonstrable and successful background in understanding and managing clients’ inquiries, resolving reported issues by performing troubleshooting, and escalating everything else to the remaining tiers in the operating model.
Responsibilities:
- Receiving & processing requests per alerts & calls, within the defined SLA.
- Clarification of the incoming request with the customers, ticket creation, and routing of the ticket to the L2 Engineer.
- Timely reaction to calls alerts
- Following support procedures and participation in procedures improvement
- Acknowledging alerts from the OpsGenie
- Creating tickets
- Implementing fixes of L1/L2 level according to pre-defined procedures
- Expertise in troubleshooting and root cause analysis, including log review and issue diagnostics.
- Experience in Technical Support.
- Spanish proficiency (B2 Upper-Intermediate or higher)
- Understanding of SLA principles with the ability to work within SLA requirements.
- High attention to detail and a responsible, patient approach to problem-solving.
- Eagerness to grow and develop within Support Services.
- Fast learner with a proactive mindset.
- Collaborative team player with a continuous learning attitude.
- Interest in developing knowledge of Genesys technologies.
We offer
- Culture of relentless performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive pay and benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- ForeverRemote work culture : make the most of the flexibility that comes with remote work.
- Growth mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities.
- Global impact : collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming multicultural environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social