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?The Genesys Enterprise Support Engineer is part of a dedicated team of Product Support professionals responsible for the technical analysis and resolution of complex issues reported by Genesys’ Customers. As an Enterprise Support Engineer, you will solve highly complex technical and application-related inquiries for Genesys’ highest-value customers. Our Enterprise Support Engineers focus on building productive long-term relationships with strategic enterprise accounts. This is accomplished via personal interaction, conference calls, customer/partner presentations, case updates, and other forms of communication. Major Responsibilities/Activities · Troubleshooting software application issues to determine technical root causes and propose remedies, escalating when necessary. · Owning issues for our highest value customers from initial report to resolution, communicating with customers regularly regarding issue status · Monitoring and steering cases for your assigned client(s) that are being worked by other analysts in other PSGs · Attending and at times, coordinating bi-weekly calls with Genesys’ top enterprise clients to review open Support tickets, aligning on any changes in priority, and providing guidance on the next steps and timing · Collaborate with other key Customer Success & Services team members to align on priority levels · Act as the Genesys Subject Matter Expert during critical technical issues by leading customer call bridges to drive resolution · Own relationships with technical counterparts within enterprise customers’ and partners’ organizations · Ad hoc project work: e.g. working with our Documentation team to create troubleshooting guides · Collaborate with other Support Analysts and Support Engineers to identify high-priority issues and engage the Product Management and Software Engineering teams to implement a resolution Minimum Requirements · Technical expertise developed through work experience or through earning a Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline · 3+ years of engineer experience supporting Genesys products · Proven excellence with customer-facing activities; must have a passion for customer satisfaction and managing customer needs and expectations · Ability to command a room during a critical technical situation · Excellent communication and presentation skills · Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues · Possesses demonstrated leadership qualities and self-sufficiency · Proven ability to lead a team to meet critical customer deadlines. · Microsoft Office skills (e.g. Word, Excel, PowerPoint and Outlook). · Knowledge of Voice over IP (VoIP), telephony, and related technical terminology. · Complex problem-solving and analytical skills. · Ability to present complex information in a clear, concise manner. · Ability to work in a team environment. · Ability to multi-task, prioritize, and be detail-oriented. · Ability to take initiative and be proactive. #LI-DD1#LI-Hybrid If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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