Junior L1 Genesys Support Engineer

Miratech

2d•Remote

About The Position

Miratech is seeking a Junior L1 Genesys Support Engineer to join their team for Genesys Cloud-related projects. The role involves performing minor updates, upgrades, and changes to callflows, as well as resolving client issues promptly. This is a full-time, fully remote position requiring adherence to PST time zone working hours. The ideal candidate is a quick learner, customer-focused, patient, attentive to detail, and eager to develop within support services and learn Genesys technology. Responsibilities include managing client inquiries, troubleshooting reported issues, and escalating complex problems to higher tiers.

Requirements

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.

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