Found Description
The Genesys Cloud Support Engineer provides customer assistance to resolve identified concerns ensuring an optimal customer experience. Through diagnosis of the presenting issues along with review of application programming determines the root cause and an appropriate solution implementing the fix or directing the customer on how to implement the solution. Support may be of a minor or complex nature.
Responsibilities
- Providing customer technical support for Genesys Cloud and working closely with Senior Technical Consultants, Escalation Managers and the team Manager for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.
- First line for support calls and emergency support calls and handles most call levels.
- Diagnosing reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(...