Genesys Cloud Support Engineer

Genesys Cloud Support Engineer

Join TTEC Digital as a Genesys Cloud Support Engineer. In this role, you will help customers resolve their technical issues and ensure they have a great experience with our services.

About the Role

The Genesys Cloud Support Engineer provides customer assistance to resolve concerns, ensuring an optimal customer experience. You will diagnose issues and determine the root cause, implementing solutions or guiding customers on how to fix problems.

What You'll Do

• Provide technical support for Genesys Cloud.
• Work closely with Senior Technical Consultants, Escalation Managers, and the team Manager on reported issues and enhancements.
• Handle first-line support calls, including emergency support calls.
• Diagnose reported issues through root cause analysis, including customer dialogue and research with team members, vendors, and manufacturers.
• Follow up, resolve, and escalate outstanding issues in a timely manner.
• Respond to requests via live voice, email, or web.
• Document issues thoroughly using the internal ticketing process, ensuring accurate tracking from reporting to resolution.
• Serve as the first line of support for hardware, software, and network/telephony issues.
• Maintain effective relationships with clients, vendors, and manufacturers to deliver high customer satisfaction.
• Collaborate with internal and external resources to achieve timely and high-quality results.

What We're Looking For

• Genesys Cloud Certification.
• Comprehensive knowledge of Genesys Cloud solutions and troubleshooting skills.
• 1+ years of Genesys Cloud technical support experience.
• Knowledge of computer networks, integrations, and Windows Operating Systems.
• Basic programming and/or customer configuration recommendations are a plus.
• Professionalism in representing the company to customers and vendors.
• Ability to deliver high customer satisfaction.
• Strong problem-solving abilities.
• Minimum of a High School diploma or equivalent.

What We Offer

We offer a competitive salary and benefits package. You will be part of a company that values its employees and has been recognized as a Great Place To Work for 2024-2025.

About Us

TTEC Digital is home to over 1,800 employees who create engagement and growth solutions that enhance customer experience. Our sister company, TTEC Engage, employs over 60,000 customer service representatives worldwide. Together, we provide clients with comprehensive solutions through our independently managed centers of excellence.

TTEC is an equal opportunity employer. We welcome all qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We are committed to expanding our diverse and inclusive workforce.

If you believe you would succeed in this role, we encourage you to apply and share your qualifications.

#LI-Remote

#LI-DD1

Location: Philippines