Junior L1 Genesys Support Engineer

Miratech

17h•Remote

About The Position

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. 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 Customers, ticket creation and routing of the ticket to 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