Junior Technical Support Engineer
Genesys
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇭 Switzerland
Visit company websiteJob Level
Junior
About the role
- interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions
- be the customer's contact for providing accurate and helpful technical solutions to user problems and questions
- call on Subject Matter Experts when needed to escalate an issue
- update and document the details of the issues, the steps taken to solve it, follow up conversations, escalations, and resolution in our case management system
- help create and add to knowledgebase articles, troubleshooting guides, FAQ's, and other support collateral
- stay up to date with all current & new Genesys products and features
- take part in an on-call roster to provide support coverage for urgent issues outside of standard business hours
Requirements
- strong written and verbal communication skills
- patience
- willingness to learn new things and take on new challenges
- basic technical aptitude and enthusiasm for learning technical concepts
- comfortable working in a fast-paced team environment.
- passion for customer satisfaction.
- ability to take complex information and present it in a clear, concise manner
- some familiarity with basic networking concepts, web technologies, or contact center operations (nice to have)
- previous customer service experience in any field (nice to have)
- technical coursework or certification in IT, computer science, or related areas (nice to have)
Benefits
- great benefits and perks like larger tech companies
- independence to make a larger impact on the company
- ownership of their work
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical solutionscase management systemtroubleshootingknowledgebase articlesFAQ creationnetworking conceptsweb technologiescontact center operations
Soft skills
written communicationverbal communicationpatiencewillingness to learncustomer satisfactionteamworkability to present information clearly
Certifications
IT certificationcomputer science certification