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Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Support the coordination of CX services delivery, ensuring smooth day-to-day service operations according to SLAs.
- Work closely with Genesys Cloud consultants, engineers, and support teams to track service activities and delivery progress.
- Regular review and close cooperation with Customers on Support service status and metrics, being able to lead the communication.
- Monitor service requests, tickets, shifts, and operational indicators to ensure timely response and resolution.
- Assist in preparing service reports, operational updates, and internal delivery summaries.
- Participate in incident coordination and follow-up activities, ensuring proper tracking and communication.
- Support the preparation and organization of service review meetings with internal teams and clients.
- Maintain and update service documentation, knowledge base articles, and operational procedures.
- Collaborate with delivery teams to identify opportunities for service improvements and operational efficiency.
Requirements
What you’ll need- 2 years of experience in IT services, service delivery, project coordination, customer support, or similar roles.
- Experience with ITIL frameworks, Genesys Cloud or other call-center solutions, Jira, and SNOW is an advantage.
- Knowledge of project delivery methodologies is considered a plus.
- Strong organizational skills and ability to coordinate multiple activities.
- Good written and verbal communication skills.
- Analytical mindset and attention to detail.
- Readiness to work in PST hrs, flexible in schedule, readiness for weekend shifts.
- Interest in cloud technologies, CX platforms, and service operations.
- English level – Upper-intermediate or higher, ability to speak to US Customers and clarify the requirements or the request.
- Spanish – good to have.
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
IT servicesservice deliveryproject coordinationcustomer supportITIL frameworksGenesys CloudJiraSNOWproject delivery methodologiescloud technologies
Soft Skills
organizational skillscommunication skillsanalytical mindsetattention to detailflexibilityability to coordinate multiple activities