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?Genesys Product Support Team Lead This opening will be assigned the AMER shift. Do you like working in a technical role that contributes to our customers' success? Genesys delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. As a Product Support Team Lead at Genesys, you will be responsible for providing technical and operational assistance to our partners & customers utilizing Genesys Cloud. Our global technical support team works around the clock to keep our customers connected. If you enjoy taking a leading role in a team of engineers providing world class customer experiences as they triage and resolve complex customer issues, this may be the right opportunity for you. What this role is: In this role, you will operate as the manager on duty during the respective shift you are assigned. You will manage escalations and technical issues with our customers, partners, and internal teams. You will assist engineers and our dev support teams by driving timely resolution of escalated technical issues. You will assist with internal communication for platform incidents. Providing the best possible customer and employee experience should be a foundational piece of how you approach all of this work. You’ll need to be familiar with the processes and procedures that guide the work of our team as you manage critical customer situations. Attention to detail and accountability are critical to the success of this role. Some details about what you will do: Oversee the weekend staff of technical engineers, providing guidance, coaching and support. Observe and inspect the case work and hygiene of the technical team on shift. Coordinate and schedule activities to ensure the timely completion of tasks. Assist with driving the resolution of escalated support issues. Organize and lead conference calls during customer-affecting service interruptions. Interact with various internal teams – including R&D, QA, Technical Publications, Technical Account Management, and Genesys Platform Operations to resolve support issues. Lead internal communications during platform incidents and customer outages. This role will be assigned to a shift that covers non-traditional working days with a focus on Saturday/Sunday. Assist with the coaching and development of skill specific team engineers. What you’ll bring to the table: As part of the team, you'll represent us through concise and professional internal & external communications. You will need to have strong written skills for documentation and strong verbal skills to translate complex ideas. While our teams support each other, you will need to be able to work with minimal supervision. At Genesys, we own our work and are accountable for its success. There are times where stress levels can rise, but don't worry; we work as one team. To be successful, you should have a strong background in a technical support and a desire to work in technical leadership. 5+ years of software technical support or development experience Have previous Team Leader or management experience is a plus.Excellent leadership and communication skills (written and verbal), with the ability to effectively manage and motivate teams around you. Strong problem-solving and troubleshooting abilities, with a systematic approach to resolving technical issues. Strong technical knowledge and experience with Genesys products Experience & familiarity with different Genesys Cloud skill area’s Comfortability managing relationships & critical situations with our customers and internal teams. Enjoy working in a fast-paced, agile environment where the day to day is rarely the same. Experience with Salesforce and JIRA tracking projects and customer interactions #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 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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