Technical Support Engineer

Job Title: Technical Support Engineer

About the Position

As a Technical Support Engineer, you will be responsible for all customer issues via telephone, e-mail, chats, and cases in our CRM to ensure courteous, timely and effective resolution of end user issues. Your main objective is to ensure proper operation of the Genesys Cloud org in order for Customers to accomplish business tasks. This includes actively resolving customer requests within established SLTs. Problem resolution may involve the use of diagnostic tools and collaboration with other engineers, as well as require proper escalation to next level support team. You won’t be in this alone. We are a team that helps each other and likes to have fun too.

Responsibilities

• Primary contact for customers for any technical issues
• You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.
• Collect log...