Genesys PureCloud Support Engineer L1

2 days ago

Bonifacio Global Metro Manila, Philippines Hexaware Technologies Phil. Branch Full time ₱900,000 - ₱1,200,000 per year

Required Qualifications and Skills:

Bachelor's degree in Computer Science, Information Technology, or a related field.

Demonstrable experience in providing technical support for Genesys PureCloud or similar cloud-based contact center solutions.

Strong understanding of telephony, networking, and cloud technologies.

Excellent problem-solving skills and the ability to analyze and resolve complex technical issues efficiently.

Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to customers of varying technical expertise.

Customer-focused approach with a passion for delivering exceptional support experiences.

Familiarity with ticketing systems and incident management processes.

Ability to work in a fast-paced environment, managing multiple priorities effectively.

Proactive attitude towards learning new technologies and keeping up-to-date with the latest advancements in Genesys PureCloud.

Preferred Qualifications:

Genesys PureCloud certifications or relevant Genesys certifications.

Experience with cloud-based telephony and contact center integrations.

Knowledge of scripting or programming languages.

Position Overview:

The Genesys PureCloud Support Engineer is a critical member of the technical support team, responsible for providing top-tier support and resolving issues related to the Genesys PureCloud platform. As a PureCloud Support Engineer, you will be the first point of contact for customers seeking assistance with their cloud-based contact center and communications solutions. Your expertise in Genesys PureCloud and strong problem-solving skills will be essential to ensure a seamless and positive customer experience.

Key Responsibilities:

Technical Support: Respond to customer inquiries and technical issues promptly, primarily related to the Genesys PureCloud platform. Troubleshoot and diagnose software, telephony, and networking problems to identify root causes and implement effective solutions.

Incident Management: Manage and prioritize support tickets through the ticketing system, adhering to service level agreements (SLAs) and providing regular updates to customers on the status of their inquiries.

Troubleshooting and Resolution: Utilize your expertise in Genesys PureCloud to troubleshoot and resolve complex technical issues, providing clear and concise guidance to customers or escalating to appropriate teams when needed.

Customer Communication: Maintain open and effective communication with customers, ensuring a high level of customer satisfaction. Act as a knowledgeable point of contact for customers, answering questions and providing insights into PureCloud features and functionalities.

Documentation: Create and update technical documentation, knowledge base articles, and troubleshooting guides to assist both customers and internal teams in resolving common issues efficiently.

Collaboration: Collaborate with cross-functional teams, including developers, product managers, and other support engineers, to resolve complex technical problems and drive continuous improvement.

Quality Assurance: Assist in testing new product releases and patches to ensure they meet quality standards and do not introduce any adverse impacts to the PureCloud environment.

Training and Education: Participate in customer training sessions, webinars, or workshops to enhance customers' understanding and effective usage of Genesys PureCloud.

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