Senior Technical Support Engineer
Genesys
Manila, Quezon City, Araneta Center Cubao, Cyberpark Tower, Philippines, Philippines
2d ago

Primary Duties and Responsibilities :

  • Attempt to isolate, reproduce, and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
  • Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data.
  • Participate in the creation of Knowledge Base articles, solutions and other related support collateral.
  • To be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented in the most positive manner.
  • To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
  • To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
  • Participate in a shift and on-call’ roster as necessary, to provide support coverage outside of standard business hours.
  • Perform other related support duties, as required by the company.
  • Attend training courses to sustain / enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.
  • Required Qualities :

  • Good interpersonal and communication skills, both orally and written
  • Excellent problem determination and problem-solving skills
  • Must be able to work and cope under pressure on limited timelines
  • Required Skills :

  • Advanced SIP (Session Initiation Protocol) knowledge and troubleshooting skills
  • Basic Networking Skills (TCP / IP, OSI Layers)
  • Operating systems : Windows Server / Linux
  • VOIP / Packet troubleshooting using Wireshark
  • Nice-to-have-skills :

  • Knowledge in Genesys contact center environment (SIP Server, URS, ORS, OCS, etc.)
  • Interaction Routing (Dial plan, Interaction routing strategies / applications, etc.)
  • Knowledge about PBX, IVR, Dialers
  • Databases : MS SQL, Oracle
  • Programming & Scripting knowledge and experience (C, JavaScript, ECMAScript)
  • Web Technologies : HTTP, SOAP, JSON, XML / SCXML / VXML, web servers (IIS, Apache / Tomcat)
  • CRM knowledge : Salesforce, Microsoft Dynamics 365, SAP, Siebel
  • Cloud Platforms : AWS, Azure, etc
  • Containerization : Kubernetes, Docker, Helm
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