System Engineer - Latitude

Job Title: Systems Engineer - Latitude by Genesys

Organization: PureConnect Customer Care

Location: Manila Philippines

Job Summary:

The Latitude by Genesys Systems Engineer is responsible for using independent judgment to interact with customers through email, chat, and phone in working on their issues through resolution. The role is an exciting and rewarding one for university graduates and professionals looking for a varied, flexible, and technically challenging Customer Care position in a global software organization.

Major Responsibilities/Activities:
• Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature
• Research, resolve, and respond to questions received via telephone calls and email in a timely manner
• Assist in the resolution of user and support issues among company sites to assist in timely distribution of knowledge back to our customer base
• Provide technical assistance for product suite software, applications and/or databases
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
• Assist in building team knowledge base system
• Participate in team projects that enhance the quality or efficiency of support service
• Install latest product software on customer Test and Production systems
• Continually enhance technical and professional skills
• Particpate in weekly on-call rotation

Minimum Requirements:
• Written and verbal communication skills
• Strong customer service skills
• Prior experience or understanding of financial institutions (e.g. Banking or Debt Collections)
• Knowledge using JIRA and Salesforce
• Microsoft Office skills (e.g. Word, Excel, PowerPoint and Outlook)
• Strong knowledge of Microsoft SQL Server
• Proficient in writing and executing Microsoft SQL Queries
• Proficient using Microsoft SQL Profiler
• Strong knowledge using Microsoft SQL Server Management Studio
• Good knowledge of SAP Crystal Reports
• Strong knowledge configuring Microsoft Internet Information Services (IIS)
• Strong knowledge reading and understanding error logs
• Experience installing and/or upgrading enterprise software
• 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
A bility to take initiative and be proactive
• Bachelor's degree or equivalent work experience

Work Context
• Communicates regularly with customers, colleagues, and management
• Uses computer frequently; sits at desk 85% of the work day
• Occasionally travels to customer and business sites, including international locations
• Scheduled for after-hours support to handle emergency situations
• Legally eligible to travel and work in the U.S.

About Us:

Genesys® powers more than 25 billion of the world's best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry's #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.

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

Job Location

Manila, Philippines

Position Type



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