Junior L1 Genesys Support Engineer (Genesys)

TL;DR

Junior L1 Genesys Support Engineer (Genesys): Providing first-level technical support and performing minor callflow updates for Genesys Cloud projects with an accent on incident resolution and SLA compliance. Focus on troubleshooting client inquiries, managing ticket routing to L2, and ensuring timely response to system alerts.

Location: Must be based in Buenos Aires, Argentina; work is remote but requires alignment with PST time zone.

Company

Global IT services and consulting company specializing in digital transformation for large enterprises.

What you will do

• Process requests and alerts within defined SLAs.
• Clarify incoming requests with customers, create tickets, and route them to L2 Engineers.
• Monitor and react promptly to call alerts and OpsGenie notifications.
• Implement L1/L2 fixes according to pre-defined procedures.
• Collaborate on the improvement of existing support procedures.

Requirements

• Experience in Technical Support and root cause analysis, including log review and diagnostics.
• Understanding of SLA principles and ability to work within strict requirements.
• Native-level Spanish proficiency.
• English proficiency: B2 or higher for effective communication with US-based customers.
• Availability to work according to the PST time zone.

Nice to have

• Strong interest in developing deep knowledge of Genesys technologies.

Culture & Benefits

• Comprehensive compensation package including health insurance.
• Relocation program availability.
• Professional development through certification programs, mentorship, and internal mobility.
• Flexible remote work environment.
• Inclusive multicultural environment with regular team-building and social events.