Genesys Cloud Support Engineer at Procept Associates Professional Services Limited

Procept Associates Ltd. was formed in Canada in 1983 to provide project management advisory and training services, initially to engineering and construction clients. Since its inception, Procept has established itself as a market leader and innovator in the development and implementation of project, program and portfolio management best practices; the inception and growth of the business analysis profession; the promotion of best practices in IT service management; and disaster-proofing businesses through the planning and implementation of business continuity management practices. From deep roots serving construction and engineering clients, Procept's reach has spread across many industries and all levels of government, around the world.

Procept is recruiting to fill the position of Genesys Cloud Support Engineer, who will provide essential support to our partner's business operations, and you will be responsible for providing technical support and troubleshooting assistance to customers using the Genesys Cloud platform. You will respond to customer inquiries, identify, and resolve technical issues, and ensure customer satisfaction with the product. Additionally, you will collaborate with other teams, such as development and product management, to address complex problems and improve the platform's functionality and user experience.

Job Description

You are responsible for the following:

1. Customer Support: Provide prompt and effective technical support to customers via various channels, such as phone, email, chat, and ticketing systems.
2. Issue Resolution: Investigate, diagnose, and resolve technical issues related to the Genesys Cloud platform. Troubleshoot problems with call routing, IVR, chat, email, and other contact center functionalities.
3. Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system.
4. Product Knowledge: Develop an in-depth understanding of the Genesys Cloud platform, its features, and best practices to provide expert-level support to customers.
5. Collaboration: Work closely with other internal teams, such as product development, engineering, and operations, to escalate and resolve complex technical issues.
6. Continuous Improvement: Identify patterns in customer issues and contribute to knowledge base articles and documentation to help customers find solutions independently.
7. Training: Assist customers in understanding and effectively using the Genesys Cloud platform by providing training and guidance.
8. Customer Feedback: Gather customer feedback and insights to share with the product development team, contributing to platform improvements and enhancements.
9. Compliance: Ensure compliance with service level agreements (SLAs) and adhere to standard operating procedures.
10. Upgrades and Implementations: Assist customers during platform upgrades and new system implementations to ensure a smooth transition and successful onboarding.

Qualifications

1. Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
2. Strong technical knowledge of contact center technologies, cloud computing, and telephony systems.
3. Experience with Genesys Cloud or other contact center solutions is preferred. At least 2-3 years’ experience in similar space
4. Proficient in troubleshooting and problem-solving, with excellent analytical skills.
5. Strong customer service orientation and ability to empathize with customer concerns.
6. Effective communication and interpersonal skills to interact with customers and internal teams.
7. Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and meet deadlines.
8. Willingness to stay updated on the latest technologies and industry trends.

Method of Application