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About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingroot cause analysislog reviewissue diagnosticsticket creationL1 supportL2 supportSLA understandingproblem-solvingGenesys technologies
Soft Skills
attention to detailresponsibilitypatienceeagerness to growproactive mindsetcollaborative team playercontinuous learning attitudecommunicationadaptabilitycustomer service