Responsibilities
- Receiving & processing requests per alerts & calls, within the defined SLA.
- Clarification of the incoming request with Customers, ticket creation and routing of the ticket to L2 Engineer.
- Timely reaction to calls alerts
- Following support procedures and participation in procedures improvement
- Acknowledging alerts from the OpsGenie
- Creating tickets
- Implementing fixes of L1/L2 level according to pre-defined procedures
Requirements
- demonstrable and successful background in understanding and managing clients’ inquiries
- resolving reported issues by performing troubleshooting
- escalating everything else to the remaining tiers in the operating model
- customer-focused technical individual
- patient and attentive to detail
- ready to work in a team
- willing to develop support services
- willing to learn Genesys technology
Additional Information
- full-time
- full-remote employment
- following PST time zone for work
