Genesys Expert
Evansville, IN
12 Months+
Is there a possibility of some remote work During Pandemic ? – NO NO --- No exception. Day 1 onsite
Please ensure and submit profiles who are local and ready to work from office from Day 1 and who are ready to relocate.
please mention on top of resume if candidate is ready to work from office from Day 1 if not profile will be rejected .
· Minimum years of experience required? - 8- 10 yrs
·
· Would you require the candidates to meet you for in-person interview? - No
· Is Skype/WebEx interview OK? - Yes (Video )
· Please confirm whether the interview will be taken from US/India? If from India, please share the panelist availability? - US time
GENESYS
Primary focus will be supporting Genesys Cloud CX contact center technologies and applications, the ideal candidate will have a strong working knowledge of the Genesys Cloud application along with knowledge in databases, networks, and infrastructure (preferred), while possessing a desire to deepen their knowledge in these areas.
Responsibilities:
• Respond to reported support issues promptly for Lines of Business who use Genesys Cloud
• Configure new scripts, and user setups in Genesys Cloud
• 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 internal teams (Contact Center Teams, IT - Server, IT - Compute) 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
• Update Knowledge Base upon resolution of a support issue to document the solution for future reference
• Enhance product knowledge
• Work in accordance with the policies and procedures outlined within the best practices courses and documentation
Other skills :
• Experience in supporting contact center environments (Cloud-based) is preferred
• Processes monitoring tools, utilities and commands
• Experience with analyzing application processes memory dumps
• Experience with Command Line Interface (CLI) and shell scripting languages
• Experience with installation and simple configuration
• Experience with monitoring database / SQL execution performance
Personal / Soft skills :
• Excellent customer focus and empathy
• Sense of ownership and pride in a job well done
• Excellent communication skills (written and oral)
• Fluent English language skills are required
• Curiosity to learn new technologies