Technical Support specialistGenesys

Position Title: Technical Support Specialist
Location: Manila
The position reports to the Manager of VIP support and will be a key team member supporting our customers' needs and help customers get the most from our products with the goal of long-term customer retention. This is an excellent opportunity for a high-energy, driven, and technically creative individual interested in adding value, learning, and growing with the organization. You will be responsible for overseeing and addressing our customers' technical needs, provide best practices, customer advocacy, and ensuring customer satisfaction is always maintained.
RESPONSIBILITIES:
Provide direct customer support for VIP customers
Mitigating and troubleshooting customer technical issues while maintaining ownership end to end throughout the case life cycle until resolution
Supporting, troubleshooting and assisting customer implementations utilizing our APIs and SDKs
Manage and enhance customer relationships and escalations, reactive as well as proactive, for strategic enterprise accounts
Qualify customer requirements and effectively articulate and voice customer needs internally to meet customer expectations
Manage customer engagements to meet acceptance criteria and issue escalation/resolution, holding internal teams accountable to SLAs, commitments, and high standard delivery
Collaborating with multiple internal cross-functional interfaces such as Product, Development, Success, Professional Services, etc. to ensure effective resolution of customer escalation, feature requests, and product-related issues
Skills/REQUIREMENTS:
2-4 years of Level 2/Level 3 in a Care organization
Solid knowledge of HTML & CSS - ability to read and debug
Experience in browser developer tools use for troubleshooting, debugging, network traffic analysis, amending changes.
Basic understanding of API calls (Get/Post) and API applications (i.e - Postman)
Solid understanding of mobile platforms, all OS platforms, and networking essentials
Experience in SaaS organizations and Agile approach
Ability to work independently and remotely
Passionate about learning new technologies
A self-starter and self-dedicated, who is comfortable in a fast-paced environment where priorities shift constantly Proven ability to prioritize and multi-task in a fast-paced, dynamic environment
Demonstrated ability to build and maintain positive relationships and team objectives
Nice to haves but not rEQUIREd:
Experience working with Salesforce and Jira
Knowledge in JavaScript/Jquery/JSON
Experience with Android Studio and Xcode
Familiarity with Integrations with Google Analytics, SalesForce, Zendesk
Basic understanding of AI (Artificial Intelligence)
Covid-19
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.
About Genesys:
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
Genesys is an equal opportunity employer committed to diversity 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.
Job Location
Manila, Philippines
Position Type
Full-Time/Regular
#LI-RS1
Covid-19
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least September 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.
About Genesys:
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit .
Genesys is an equal opportunity employer committed to diversity 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.
Genesys

Manila City, Metro Manila
Permanent
Full-time