Cloud Support Analyst



Position: Cloud Support Analyst

Location: Quezon City, Manila, Philippines

Summary:

Cloud Support Analysts will provide technical support to Genesys customers that subscribe to one or more of our Cloud Offerings. They will interact with our customers, respond to support requests via phone, web, or other channels, and interface with other internal teams as required.

Genesys Cloud Support is a 7x24 contact center environment. As such, Support Analysts may and will be required to work in various shifts to ensure availability to our customers.

Responsibilities: • Respond to reported support issues in a timely manner via Genesys' Case Management tool (Salesforce.com / Service Cloud) • Interact directly with customers to obtain additional information or to provide status updates/resolutions • Resolve support issues through investigation of the log files, replication, and troubleshooting • Organize and lead internal and external conference calls during customer-affecting service interruptions • Participate in remote troubleshooting sessions with customers • Perform technical analysis of the issues to determine root cause of the customer-affecting events • Interact with the Genesys Operations team to resolve support issues • Complete basic change requests submitted by customers • Become knowledgeable on Genesys products through training and hands-on experience • Identify improvements to process and seek ways to improve customer satisfaction • Update Knowledge Base upon resolution of a support issue to document the solution for future reference • Ensure Service Level Targets for Case Response times are met • Participate in a shift and 'on-call' rotation as necessary, to provide support coverage outside of standard business hours • Attend, and eventually deliver, training courses to sustain/enhance product knowledge • Have a technical background in accordance with the requirements set out below

Qualifications, skills and requirements: • BA or BS in Computer Science or Engineering, or related technical fields • 2+ years of software technical support and/or development, or other relevant experience • Proficiency in Windows and CentOS Linux operating systems • Understanding of TCP/IP networking (ability to interpret network trace) • Thorough knowledge and relevant experience of SIP and RTP protocols (ability to trace SIP call) • Understanding of web technologies: XML/ASP/JSP • Basic knowledge of web servers (IIS, Apache/Tomcat/Jetty) and HTTP protocol • Ability to collect and interpret browser console log • Basic knowledge of the relational and noSQL databases (MSSQL, Oracle, Postgres, Cassandra) • Understanding and past experience with major cloud provider (AWS, Google Cloud, Azure) (beneficial) • Basic understanding of the containers and microservices • Strong analytical and troubleshooting skills with attention to details • Excellent communication skills (written and oral), fluent English skills are required • Strong customer focus • Must be able to cope under pressure and work to stringent timelines • Experience in supporting contact center environments (On-premises or Cloud based) (beneficial) • Ability to work in rotation

Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touch points, channels and interactions.

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


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