Junior L1 Genesys Support Engineer

Job Description

As a Junior L1 Genesys Support Engineer, you'll handle incoming requests from alerts and calls within established SLAs. You will clarify requests with customers, create tickets, and route them to L2 Engineers. Responsibilities include timely responses to alerts, following support procedures, and implementing L1/L2 fixes based on predefined procedures.

Qualifications

1. Strong troubleshooting and root cause analysis skills, including log review and diagnostics. 2. Prior experience in Technical Support. 3. Understanding of SLA principles and the ability to adhere to SLA requirements. 4. Detail-oriented with a patient and responsible approach to problem-solving. 5. Eagerness to learn and grow within Support Services. 6. Quick learner with a proactive attitude. 7. Collaborative team player with a continuous learning mindset. 8. A keen interest in developing expertise in Genesys technologies.

Benefits

- Culture of high performance, joining a team with a 99% project success rate and over 30% year-over-year revenue growth. - Competitive compensation and benefits package, including health insurance and relocation assistance. - Flexible work environment, embracing a remote-friendly culture. - Opportunities for professional development, including certification programs and mentorship. - Chance to collaborate on impactful global projects, shaping industry futures. - Inclusive and supportive multicultural environment with regular team-building events. - Commitment to social sustainability values, including IT education and gender equality.