About the Role
This position involves delivering first-level technical support for the Genesys platform, diagnosing and resolving customer-reported issues, and maintaining accurate documentation within service management systems.
Responsibilities
- Respond to customer inquiries regarding Genesys platform functionality and performance
- Diagnose and troubleshoot technical issues reported through support channels
- Escalate complex problems to higher-tier support teams with detailed documentation
- Maintain accurate records of support tickets and resolution steps
- Follow established procedures for incident management and service requests
- Communicate updates and resolutions to customers in a timely manner
- Collaborate with internal teams to ensure issue resolution within SLAs
- Assist in reproducing reported bugs for validation purposes
- Provide initial assessment of system alerts and platform anomalies
- Document known issues and contribute to knowledge base articles
- Perform basic configuration checks on customer environments
- Support customer onboarding and initial setup processes
- Monitor open cases for priority changes and customer impact
- Adhere to data security and confidentiality policies
- Participate in team meetings and training sessions
- Work within defined shift hours aligned with Eastern Standard Time
- Use ticketing systems to manage and track support requests
- Apply technical knowledge to resolve common platform errors
- Identify patterns in recurring issues and report trends
- Maintain professionalism in all customer interactions
- Ensure compliance with support workflows and escalation paths
- Assist in testing minor updates or patches when required
- Follow change management protocols during support activities
- Support quality assurance efforts by providing case feedback
- Contribute to continuous improvement of support processes
Compensation
Not specified
Work Arrangement
Remote, India with EST shift availability required
Team
Part of a global technical support team focused on customer issue resolution
Shift Requirement
Must be available to work during Eastern Standard Time hours, including possible evening or overnight shifts in India timezone
Work Location
Fully remote position based in India; reliable internet and home office setup required
Not applicable
