Associate Technical Support Engineer

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Evergreen requisition:

Note: By submitting your resume you will be considered for similar upcoming opportunities in Genesys. When a job opens that fits your background we will reach out and provide you with further details.

Product Support Associate

You will be a member of our Product Support team in Switzerland working with different Genesys platforms and products. Our customers contact us by phone chat email or video and youll identify the issue and find the solution to the problem. While this is primarily a day shift role youll participate in an on-call rotation. You wont be in this alone. We are a team that helps each other and likes to have fun too.

What youll bring to the table:

To be successful in this role youll need strong written and verbal communication skills to connect with customers and work with your team. You also need to have patience. Remember they arent calling us because the software is working correctly. We look for people who are always willing to learn new things and take on new challenges. No prior technical support experience is required - well train you on what you need to know.

Some details about what you will do:

You will interact with Genesys customers using our case management system phone email chat and/or shared screen sessions

You will be the customers contact for providing accurate and helpful technical solutions to user problems and questions

You will call on Subject Matter Experts when you need to escalate an issue

You will update and document the details of the issues the steps you took to solve it follow up conversations escalations and resolution in our case management system

You will help create and add to knowledgebase articles troubleshooting guides FAQs and other support collateral

You will need to stay up to date with all the current & new Genesys products and features

You will take part in an on-call roster to provide support coverage for urgent issues outside of standard business hours

Minimum Requirements:

Basic technical aptitude and enthusiasm for learning technical concepts

Strong written and verbal communication skills

Ability to explain technical information clearly to customers

Customer-focused mindset and problem-solving attitude

Must be located in Switzerland

Willingness to participate in on-call rotation after training

You also need to be able to show the following skills and interests:

You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful

You must have a passion for customer satisfaction. This team strives to solve our customers issues on the first try

You need to be able to take complex information and present it in a clear concise manner and be able to explain it further if required

Nice to have (but not required):

Some familiarity with basic networking concepts web technologies or contact center operations

Previous customer service experience in any field

Technical coursework or certification in IT computer science or related areas

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.