Technical Support Engineer

, CO, United States

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.

Please note: this position is schedule to work the EMEA shift (12am-9am ET), Sunday through Thursday.

About the Position:

As a 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 issues

You 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 cause

Resolve support issues through investigation, replication, and troubleshooting

Participate in internal and customer facing calls related to support issues

Interact directly with customers to obtain additional information or to provide status updates or resolutions

Interact with various internals teams – R&D, QA, Technical Publications, Technical Account Management, Genesys Platform Operations to resolve support issues

Organize and lead conference calls during customer-affecting service interruptions

Become knowledgeable on Genesys products through training and hands-on experience

Identify improvements to process and seek ways to improve customer satisfaction

Meet weekly measured goals and metrics (SLT, Utilization and documentation)

Requirements:

Understanding of the Customer Experience in the Contact Center world, especially the management of the customer interactions over phone, email, chat and social medias

Ability to understand the automation of those customer interactions through flows leveraging interactive voice response, text and speech recognition, bots and artificial intelligence.

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 systems

Excellent communication skills, both written and verbal

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

Strong documentation skills

Ability to conduct research into a wide range of issues is required

Ability to present ideas in a user-friendly, business-friendly manner

You will have a bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$25.67 - $50.34

Benefits:

Medical, Dental, and Vision Insurance.

Telehealth coverage

Flexible work schedules and work from home opportunities

Development and career growth opportunities

Open Time Off in addition to 10 paid holidays

401(k) matching program

Adoption Assistance

Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If 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.

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