CC01P3 - Technical Account Manager

Genesys is the world’s leading provider of customer service and contactsoftware — with more than 4,700 customers in 120 countries. Drawing on its morethan 20 years of customer service innovation and experience, Genesys isuniquely positioned to help companies bring their people, insights and customerchannels together to effectively drive today’s customer conversation. Genesyssoftware directs more than 100 million interactions every day, maximizing thevalue of customer engagement and differentiating the experience by drivingpersonalization and multi-channel customer service – and extending customerservice across the enterprise to optimize processes and the performance ofcustomer-facing employees.

Technical Account Manager – Customer Care

Location : Chennai

Responsibilities:

Customer facing experience in a leadership role

Dealing with dissatisfied customers

Executive briefing actiivty (Writing Exec communications and/or onsite quarterly business reviews)

People management experience (not needed, but helps in this role)

Process management experience (understanding and ability to navigate through the right channels)

Escalation Management experience (how to get the right people involved to resolve)

Working across multiple groups within the company (on any level)

Ability to influence the outcome of a situation

Flexible working hours (sometimes needed on weekends)

Evaluating situations and develop a remediaiton plan

Troubleshooitng and investigating the root cause of the situation (not the technical side, but situational only)

  • 7 year of working experience with Customer Care
  • Experience: 7-12 Years

Operating Systems:

Windows (7, XP, 2003, 2008)

UNIX (Solaris, Linux, others)

Microsoft Office

Word

Excel

Power Point

Outlook

Web Browser

Internet Explorer

Mozilla Firefox

Google Chrome

Enterprise Software Application

Oracle

Peoplesoft

Siebel

SalesForce

Ticketing Tools

Service Now

CA Service Desk

Remedy

Others

Non Technical Competencies

Customer Handling / Customer Service

Qualifications:

Technical Competence:

Genesys is an equal opportunity employer committed to diversity in theworkplace. We evaluate qualified applicants without regard to race, color,religion, sex, disability, veteran status, and other protected characteristics.

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