Genesys Cloud Support Specialist

hace 3 semanas

Madrid, Madrid, España Sabio A tiempo completo

Genesys Cloud Support Engineer Role

Sabio is a leading global company and the UK's top independent Contact Centre solution supplier. We work with top brands and partners worldwide, helping them build high-quality, secure, and robust platforms and solutions.

We provide expertise and solutions that our customers need to respond to the ever-changing world. Our main products and expertise are around creating state-of-the-art real-time communications platforms and contact centre system integration.

At Sabio, we love what we do. We love to learn, experiment, and build the best products using the best tools we can find and build. We're brave, work hard, and at our core, we're about quality. We want to be challenged and encouraged to 'dare'. We have a strong problem-solving engineering background and 'can-do' attitude, which remains at the centre of everything we do.

Key Responsibilities

  • Problem solving: Understanding customer needs and problems and finding solutions with Genesys Cloud functionalities.
  • Continuous improvement: Performing analysis on platform problems and proposing actions to avoid recurring technical problems.
  • Communication: Working comfortably with users and conveying to customers the confidence of the work being done in the team in a clear, concise, and effective way.
  • Configuration and administration of the Genesys Cloud environment in one of our customers.
  • Ticket management: Follow-up, track, and ticket escalation within the customer ticketing tool.
  • Manufacturer escalation if necessary.

Skills, Knowledge, and Expertise

  • Technical skills: Experienced in Contact Center environments, especially those implemented on Genesys Cloud.
  • Competencies & Behaviours: Degree in ICT (Computer Science, Telecommunications).
  • Knowledge and experience with contact center technologies (Genesys Cloud).
  • Knowledge and experience with ticketing tools (Remedy, ServiceNow).

Benefits

This is your chance to join a friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include
  • Pension Scheme
  • Remote/Flexible work
  • Life insurance
  • Private healthcare
  • 25 days paid holiday a year

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