Technical Support Engineer at Genesys
Primary Duties and Responsibilities:
In order to succeed in this role, the candidate will need to be able to demonstrate the following skills:
Strong Application/Production support exp in .Net or Java
Should have done 24*7 support
Fair understanding of basic coding in .net or Java
Strong experience in Genesys Framework/Products- optional
Good inter-personal and communication skills, both orally and written
Excellent problem determination and problem solving skills
Must be able to cope under pressure and work to stringent timelines
Have a technical background in accordance with the requirements set out below
Perform 2nd level diagnosis, troubleshooting and resolution of complex customer issues on a range of software products and subsystems, in order to ensure customer satisfaction is to the highest possible level at all times. Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data.
Participate in the creation of Knowledge Base articles, solutions and other related support collateral.
To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times.
To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organisation.
Participate in a shift and on-call roster as necessary, to provide support coverage outside of standard business hours.
Perform other related support duties, as required by the company.
Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.
Willingness to wok in shift- 9 PM to 6 AM Shifts
Specialised skills and knowledge:
Application Support/production support exp - mandatory
Genesys Framework/Products - optional
Operating systems: Windows (7, XP, 2003, 2008) and UNIX (Solaris, Linux, others)
Languages : .net or java
Databases: MS SQL, Oracle
Experience in the following areas would be a plus:
CRM knowledge: Siebel, SAP, Salesforce, etc.
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- Last updated:
- Job type:
- Full time
- Position type:
- Minimum experience:
- More than ten years
- Compulsory Education
- Salary range:
₹ 16,00,000 - ₹ 19,00,000
/ Yearly (Gross Pay)
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