This role can be worked remotely within Germany.
Build something new with a world-class team.
At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?
Job Reports to: Technical Support Manager
Would you like working in a mission-critical role where you will solve complex customer issues each day? Our Cloud Support team works around the clock to identify and resolve our customers’ problems on the first try. If you’re up for a challenge, this role might be for you.
What this role is:
You will be a key member of the cloud support team supporting Genesys Cloud customers. We are building a new team of Support Engineers in Germany where you will be a member. Our customers contact us by phone, chat, email, or video, and you’ll identify the issue and find the solution to the problem. You won’t be in this alone. We are a team that helps each other and likes to have fun too.
What this role isn’t:
You aren’t at an IT helpdesk changing passwords and turning it off and back on probably won’t work. You will be troubleshooting customer issues with our cloud platform on AWS. You also won’t be able to fix it and forget it. We want you to document and share what you found out with the rest of the team.
Listen to the team:
View the video on YouTube: https://youtu.be/f3ohkSe5AU4
What you’ll bring to the table:
To be successful in this role, you’ll have first technical support, software development, and/or other relevant experience.
You need to have strong written and verbal communication skills in English and German to connect with the customers and work with your team.
You also need to have patience. Remember, they aren’t calling us because the software is working correctly.
We also look for people who are always willing to learn new things and take on new challenges.
Some details about what you will do:
- You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.
- You will be the customer’s contact for providing accurate and creative technical solutions to user problems
- You will call on Subject Matter Experts when you need to escalate an issue
- You will update and document the details of the issues, the steps you took to solve them, follow up conversations, escalations, and resolution in our case management system.
- You will help create and add to knowledge base articles, troubleshooting guides, FAQ’s, and other support collateral
- You will need to stay up to date with all the current & new Genesys Cloud products and features
- You will take part in an on-call roster as necessary, to provide support coverage outside of standard business hours and be available after-hours for emergencies.
We would like to see You in our team if you have experience in some of these areas (or see yourself reflected in these):
- Excellent communication skills. Fluency in both German and English.
- Ability to learn or first experience with communications and protocols (such as SIP, WebRTC, or VoIP), Packet Capture analysis, troubleshooting call quality, media gateways, or SBC devices
- Ability to learn or first experience with network topologies (such as NAT traversal, Firewalls, Information Security, jitter, CODECs or similar) or troubleshooting packet loss and delay
- Experience in supporting SaaS, contact center environments (such as Computer Telephony Integration, Automated Call Distribution, Interactive Voice Response) or Customer Relationship Management,
- Ability to learn or basic understanding of web technologies: HTTP/XML/ASP/JSP, web servers
- You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.
- You must have a passion for customer satisfaction. This team strives to solve our customers’ issues on the first try
- You need to be able to take complex information and present it in a clear, concise manner and be able to explain it further if required.
- You will have a Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience
About Genesys:
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may submit a request using the Create Request task in Workday. Here is a link to the guide: https://www.myworkday.com/genesys/learning/course/be64cd26b4091001993ead8a13ec0001?record=be64cd26b40910019ab3b070f9110000&type=9882927d138b100019b928e75843018d
If you have any questions, email HR@genesys.com, and someone will assist you.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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