Junior L1 Genesys Support Engineer

🔥 12 minutes ago

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

📋 Description

• Perform callflow minor updates, upgrades, and changes for Genesys Cloud-related projects • Timely resolve clients' issues, following PST time zone • Receive & process requests per alerts & calls, within the defined SLA • Clarification of the incoming request with Customers • Ticket creation and routing of the ticket to L2 Engineer • Timely reaction to calls alerts • Follow support procedures and participate in procedures improvement • Acknowledge alerts from the OpsGenie • Create tickets • Implement fixes of L1/L2 level according to pre-defined procedures

🎯 Requirements

• Expertise in troubleshooting and root cause analysis • Experience in Technical Support • Understanding of SLA principles with the ability to work within SLA requirements • High attention to detail and a responsible, patient approach to problem-solving • Eagerness to grow and develop within Support Services • Fast learner with a proactive mindset • Collaborative team player with a continuous learning attitude • Interest in developing knowledge of Genesys technologies

🏖️ Benefits

• Health insurance • Relocation program • Work From Anywhere Culture • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility and internship opportunities • Inclusive and supportive work environment • Team-building company social events • Sustainable business practices