Junior L1 Genesys Support Engineer

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and / or budget objectives since our inception in 1989.

Miratech has coverage across  5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are looking for a Junior Technical Support Engineer for Genesys Cloud-related projects to perform callflows minor updates, upgrades, changes and timely resolve client's issues, following PST time zone for work for full-time and full-remote employment.

This is a great opportunity for a real quick learner, customer-focused technical individual, patient and attentive to detail person, who is ready to work in a team, willing to develop support services and learn Genesys technology.

This person will possess a demonstrable and successful background in understanding and managing clients' inquiries, resolving reported issues by performing troubleshooting, and escalating everything else to the remaining tiers in the operating model.

Responsibilities :

• Receiving & processing requests per alerts & calls, within the defined SLA. Clarification of the incoming request with the Customers, ticket creation, and routing of the ticket to the L2 Engineer.
• Timely reaction to calls and alerts.
• Following support procedures and participation in procedures improvement.
• Acknowledging alerts from OpsGenie.
• Creating tickets.
• Implementing fixes of the L1 / L2 level according to pre-defined procedures.

Qualifications

We offer :

Additional Information

All your information will be kept confidential according to EEO guidelines.

Skills Required

Troubleshooting