End User Support Specialist

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.End User Support SpecialistMexico(remote)Role Overview:Deliver reliable, always-on IT support that enables employees worldwide to stay productive, connected, and secure. This role sits at the center of a modern, AI-enabled support ecosystem, combining human expertise with automation to resolve issues quickly and improve the overall employee experience. At Genesys, we are advancing customer and employee experience through AI-driven innovation and empathy, and this position directly contributes to that mission by shaping how support is delivered at scale. You will own the end-to-end resolution of technical issues, influence support efficiency through automation, and help evolve a digital-first service model. Exposure to global operations, enterprise systems, and emerging AI capabilities provides strong opportunities for technical and career growth within a highly collaborative environment.Key Responsibilities:Deliver 24/7 global technical support through phone, live chat, self-service portals, and digital platforms, ensuring seamless user experienceDiagnose and resolve hardware, software, network, and access issues to minimize downtime and maintain productivityDrive adoption of self-service tools and digital support channels to improve efficiency and reduce ticket volumeLeverage AI-powered virtual agents and automation tools to accelerate issue resolution and enhance service qualityValidate and refine AI-generated responses to ensure accuracy, relevance, and user satisfactionIdentify and implement automation opportunities that streamline repetitive support tasks and improve scalabilityManage incidents and service requests using ITSM tools such as ServiceNow, ensuring SLA and KPI adherenceEscalate complex technical issues to Tier 2 or Tier 3 teams while maintaining ownership and communicationAdminister user accounts, including provisioning, deprovisioning, and access management across systemsTroubleshoot endpoint devices including Windows, macOS, iOS, and Android platformsSupport collaboration technologies such as Microsoft Teams, Zoom, and conferencing systemsResolve VPN, remote access, and connectivity issues to support distributed workforce operationsMaintain and enhance knowledge base content to improve self-service and AI-assisted support capabilitiesParticipate in major incident response and contribute to timely communication during outagesProvide insights and feedback to improve AI models, automation workflows, and support processesRequired Qualifications:Technical diploma in IT, Computer Science, or a related field2 to 4 years of experience in IT support, service desk, or helpdesk environmentsStrong expertise in Windows and macOS operating systemsExperience supporting mobile devices including iOS and AndroidProficiency with collaboration tools such as Microsoft Teams and ZoomExperience using ITSM platforms, preferably ServiceNowHands-on experience with Azure Active Directory and Active DirectoryExperience with endpoint management tools such as Intune, Windows Autopilot, or JAMF ProProficiency in Microsoft 365 applications and servicesSolid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivityExperience supporting users through digital channels such as chat and self-service portalsExposure to AI-assisted support tools such as chatbots or virtual agentsStrong analytical and problem-solving skills, including the ability to assess automated outputsExcellent written and verbal communication skills in English, with the ability to explain technical concepts clearlyStrong customer-focused mindset with a commitment to service qualityAbility to work rotational shifts including nights, weekends, and holidaysPreferred Qualifications:ITIL Foundation certificationExposure to AI or machine learning applications in IT operations such as AIOpsExperience improving chatbot performance, self-service adoption, or digital support strategiesFamiliarity with cloud platforms such as AWS, Azure, or GCPBasic scripting skills using PowerShell or BashExposure to prompt engineering or AI-assisted troubleshooting toolsIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.Genesys is an equal opportunity employer committed to fairness 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.