Technical support engineer - telephony
overview:
join a dynamic and supportive team as a technical support engineer, where you will play a critical role in ensuring the success of our customers by resolving technical issues effectively and efficiently. You will interact with customers via phone, email, chat, and case management tools to troubleshoot issues and provide timely resolutions. Your efforts will ensure the proper operation of the genesys cloud platform, empowering customers to achieve their business objectives. Collaboration with internal teams and adherence to service level targets are key components of this role.
responsibilities:
1. act as the primary contact for customers facing technical issues, providing exceptional support through phone, email, chat, and shared screen sessions.
2. diagnose and resolve customer issues by investigating logs, replicating problems, and troubleshooting complex systems.
3. collaborate with internal teams (r&d, qa, technical publications, technical account management, platform operations) to resolve support cases.
4. lead and organize conference calls during customer-affecting service interruptions.
5. maintain empathy and provide clear status updates and resolutions during customer interactions.
6. proactively monitor incident trends to anticipate and address potential problems.
7. update the knowledge base with solutions for future reference.
8. ensure service level targets for case response times are consistently met.
9. participate in shift and on-call rotations as needed to provide 24/7 support coverage.
10. continuously develop expertise in genesys products through training and hands-on experience.
requirements:
general technical support engineer requirements:
1. solid understanding of customer experience in the contact center industry, including managing interactions over phone, email, chat, and social media.
2. familiarity with automating customer interactions using ivr, text/speech recognition, bots, and artificial intelligence.
3. proven proficiency in troubleshooting complex systems and conducting thorough research to resolve issues.
4. excellent written and verbal communication skills; must be fluent in both english and spanish.
5. exceptional interpersonal skills, with an emphasis on active listening and rapport-building.
6. strong documentation skills and the ability to present ideas in a user-friendly, business-oriented manner.
7. bachelor’s degree in computer science, computer technology, a related technical discipline, or equivalent professional experience.
8. comfortable working in a fast-paced, high-pressure environment with strict deadlines.
specialized requirements for telephony platform technical support engineers:
1. in-depth knowledge of sip, webrtc, voip, and expertise in pcap analysis and troubleshooting call quality.
2. familiarity with media gateways, session border controllers (sbcs), nat traversal, firewalls, and information security principles.
3. ability to troubleshoot packet loss, delay, jitter, and audio issues, including a working understanding of audio codecs.
4. experience with contact center technologies, such as cti, pbx, acd, ivr, crm, and web technologies (http/xml/asp/jsp).
5. knowledge of web servers and their configurations in contact center environments.
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