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Tech Stack
Tools & technologiesCloudServiceNow
About the role
Key responsibilities & impact- Support the coordination of CX service delivery and daily operations in alignment with SLA requirements.
- Work closely with Genesys Cloud CX consultants, engineers, and support teams to track service activities and delivery progress.
- Monitor service requests, tickets, shifts, and operational metrics to ensure timely response and issue resolution.
- Participate in incident coordination, follow-up activities, and customer communication regarding support status and service metrics.
- Prepare service reports, operational updates, and support internal service review meetings with clients and delivery teams.
- Maintain and update service documentation, knowledge base articles, and operational procedures.
- Cooperate with Customers within the framework of Service Delivery (service status review, service reporting, issues troubleshooting).
- Collaborate with internal teams to identify opportunities for service improvements and operational efficiency.
Requirements
What you’ll need- 2+ years of experience in Technical Support, IT services, or customer support environments.
- Strong troubleshooting and problem-solving skills with the ability to investigate and resolve technical issues efficiently.
- Understanding of SLA principles and experience working within defined SLA requirements.
- Good communication skills and ability to work effectively in a team environment.
- Willingness to grow and develop within Support Services and cloud-based CX technologies.
- Readiness to work PST hours and availability for weekend shifts.
- English level: Upper-Intermediate or higher, with the ability to communicate with US customers and clarify requirements or requests.
- Nice to Have Experience with ITIL frameworks.
- Familiarity with Genesys Cloud CX or other call-center solutions.
- Experience using Jira and ServiceNow.
- Spanish language skills.
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
technical supporttroubleshootingproblem-solvingSLA principlescloud-based CX technologiesITIL frameworksGenesys Cloud CXcall-center solutions
Soft Skills
communication skillsteamworkwillingness to growcustomer communicationissue resolution