Genesys Cloud Support Engineer

TL;DR

Genesys Cloud Support Engineer (Genesys): Providing technical support for Genesys Cloud platform and resolving customer issues with an accent on root cause analysis, diagnosis, and implementation of solutions. Focus on handling support calls, documenting issues, and collaborating with teams, vendors, and manufacturers to ensure high customer satisfaction.

Location: Bogota

Company

hirify.global is a leading Genesys Partner Practice awarded Partner of the Year 15 times, specializing in CX design, consulting, engineering, and data science with over 400 certifications.

What you will do

• Provide technical support for Genesys Cloud, handling calls, emails, and web requests as first line support.
• Diagnose issues through root cause analysis, customer dialogue, system research, and collaboration with teams and vendors.
• Resolve or escalate issues timely, complete thorough documentation in ticketing system, and initiate billing as needed.
• Support hardware, software, network, and telephony concerns.
• Maintain relationships with clients, vendors, and manufacturers for high satisfaction.

Requirements

• Genesys Cloud Certification.
• Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills; 1+ years of Genesys Cloud technical support experience.
• Knowledge of computer networks, integrations, and Windows Operating Systems.
• Demonstrated problem-solving abilities, professionalism, and ability to deliver high customer satisfaction.
• Minimum High School diploma or equivalent.

Culture & Benefits

• Work in an employee-first environment where employees feel valued and supported.
• Thrive in a place focused on exceptional customer experience through expertise and relationships.