Junior L1 Genesys Support Engineer

We are looking for a Junior Technical Support Engineer for Genesys Cloud-related projects to perform callflows minor updates upgrades changes and timely resolve clients issues following EST time zone for work for full-time and full-remote employment. 
This is a great opportunity for a real quick learner customer-focused technical individual patient and attentive to detail person who is ready to work in a team willing to develop support services and learn Genesys technology.
This person will possess a demonstrable and successful background in understanding and managing clients inquiries resolving reported issues by performing troubleshooting and escalating everything else to the remaining tiers in the operating model.

Responsibilities:

• Receiving and processing requests per alerts and calls within the defined SLA.
• Clarification of the incoming request with the Customers ticket creation and routing of the ticket to the L2 Engineer. 
• Timely reaction to calls and alerts.
• Following support procedures and participation in procedures improvement.
• Acknowledging alerts from OpsGenie.
• Creating tickets.
• Implementing fixes of the L1/L2 level according to pre-defined procedures.

Qualifications :

• Strong expertise in troubleshooting and root cause analysis including log review and issue diagnostics.
• Proven experience in Technical Support.
• Solid understanding of SLA principles with the ability to work within SLA requirements.
• High attention to detail and a responsible patient approach to problem-solving.
• Eagerness to grow and develop within Support Services.
• Fast learner with a proactive mindset.
• Collaborative team player with a continuous learning attitude.
• Interest in developing knowledge of Genesys technologies.

Nice to have:

• Hands-on experience with Genesys Cloud.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package including health insurance and a relocation program. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• Growth Mindset: reap the benefits of a range of professional development opportunities including certification programs mentorship and talent investment programs internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars including IT education community empowerment fair operating practices environmental sustainability and gender equality. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race color religion sex national origin age disability veteran status sexual orientation gender identity or any other protected status under applicable law.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time