Cloud Support Analyst-(180000LJ)
Position : Cloud Support Analyst
Location : Quezon City, Manila, Philippines
Cloud Support Analysts will provide technical support to Genesys customers that subscribe to one or more of our Cloud Offerings.
They will interact with our customers, respond to support requests via phone, web, or other channels, and interface with other internal teams as required.
Genesys Cloud Support is a 7x24 contact center environment. As such, Support Analysts may and will be required to work in various shifts to ensure availability to our customers.
Respond to reported support issues in a timely manner via Genesys' Case Management tool (Salesforce.com / Service Cloud)
Interact directly with customers to obtain additional information or to provide status updates / resolutions
Resolve support issues through investigation of the log files, replication, and troubleshooting
Organize and lead internal and external conference calls during customer-affecting service interruptions
Participate in remote troubleshooting sessions with customers
Perform technical analysis of the issues to determine root cause of the customer-affecting events
Interact with the Genesys Operations team to resolve support issues
Complete basic change requests submitted by customers
Become knowledgeable on Genesys products through training and hands-on experience
Identify improvements to process and seek ways to improve customer satisfaction
Update Knowledge Base upon resolution of a support issue to document the solution for future reference
Ensure Service Level Targets for Case Response times are met
Participate in a shift and on-call’ rotation as necessary, to provide support coverage outside of standard business hours
Attend, and eventually deliver, training courses to sustain / enhance product knowledge
Have a technical background in accordance with the requirements set out below
Qualifications, skills and requirements :
BA or BS in Computer Science or Engineering, or related technical fields
2+ years of software technical support and / or development, or other relevant experience
Proficiency in Windows and CentOS Linux operating systems
Understanding of TCP / IP networking (ability to interpret network trace)
Thorough knowledge and relevant experience of SIP and RTP protocols (ability to trace SIP call)
Understanding of web technologies : XML / ASP / JSP
Basic knowledge of web servers (IIS, Apache / Tomcat / Jetty) and HTTP protocol
Ability to collect and interpret browser console log
Basic knowledge of the relational and noSQL databases (MSSQL, Oracle, Postgres, Cassandra)
Understanding and past experience with major cloud provider (AWS, Google Cloud, Azure) (beneficial)
Basic understanding of the containers and microservices
Strong analytical and troubleshooting skills with attention to details
Excellent communication skills (written and oral), fluent English skills are required
Strong customer focus
Must be able to cope under pressure and work to stringent timelines
Experience in supporting contact center environments (On-premises or Cloud based) (beneficial)
Ability to work in rotation
Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office.
Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touch points, channels and interactions.
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, disability, veteran status, and other protected characteristics.