Description

You will manage initial technical support for Genesys Cloud environments, ensuring rapid response to alerts and customer requests.

Responsibilities

• Receive and process incoming requests via calls and monitoring alerts within defined SLA requirements.
• Clarify incoming issues with customers, create support tickets, and route complex problems to L2 Engineers.
• Acknowledge and manage alerts from the OpsGenie monitoring platform.
• Implement L1 and L2 level fixes following pre-defined procedures and documentation.
• Participate in support procedure improvement initiatives to enhance team efficiency.

Required Skills

• Experience in technical support with strong troubleshooting and root cause analysis capabilities.
• Proficiency in log review and issue diagnostics to identify underlying problems.
• Hands-on experience with Genesys Cloud.
• Ability to manage ticket lifecycles effectively using ticket management tools.
• Understanding of SLA principles and strict adherence to service level agreements.
• Experience with OpsGenie for alert acknowledgment and management.
• Strong attention to detail and a responsible, patient approach to problem-solving.

Key Skills

Education

Any Graduate