Junior L1 Genesys Support Engineer

Miratech

13h • Remote

About The Position

We are looking for a Junior L1 Genesys Support Engineer for Genesys Cloud-related projects to perform callflows minor updates, upgrades, changes, and timely resolve clients' issues, following EST time zone for work for full-time and full-remote employment. 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.

Requirements

• Expertise in troubleshooting and root cause analysis, including log review and issue diagnostics.
• Experience in Technical Support.
• 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 L2 Engineer.
• Timely reaction to calls and 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

Benefits

• 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, and a relocation program.
• Work From Anywhere 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 events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees