Technical Support Specialist - Genesys
At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience
This is a technical role supporting several enterprise customers under a managed service contract. Genesys Support Consultants will have prior experience with Genesys Cloud applications and support methodologies. The job holder will work alongside the Genesys Support team on proactive maintenance, break fix, change and automation activities.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience
This is a technical role supporting several enterprise customers under a managed service contract. Genesys Support Consultants will have prior experience with Genesys Cloud applications and support methodologies. The job holder will work alongside the Genesys Support team on proactive maintenance, break fix, change and automation activities.
Key Responsibilities
- Act as a technical authority, coordinating and delivering technical investigations with support from the service desk and any other second line internal and external third party resolver groups within escalation timelines to support colleagues and meet SLA targets.
- Perform 2nd and 3rd line technical support performing analytical problem solving research and testing activities to resolve/fulfil requests at an advanced level to meet resolution / workaround targets.
- Conduct communication with customers and colleagues professionally and courteously throughout support request fulfilment to meet CSAT objectives and Contractual SLAs.
- Input accurate and detailed information to all support management tools punctually to support colleagues and provide accurate MI to meet quality standards for service delivery.
- Document and execute complex and major requests for change to configure and implement changes on customer and internal systems to meet change deliverables for customers and knowledge share for the team.
- Be committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver Sabio’s support services.
- Be committed to knowledge sharing with colleagues and the wider organisation by updating our ITSM Knowledge Base and providing training and mentoring to junior engineers.
- Review and update existing technical design documentation to support services delivery and to support the transition management process.
- Always seek to identify more innovative ways of working that create an increase in effectiveness.
- From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your manager.
- At all times you must follow all reasonable and lawful instructions given to you by the company.
Skills Knowledge and Expertise
- To have past experience of working with Genesys Contact Centre solutions, specifically Genesys Engage.
- Knowledge of ITIL
- In depth knowledge of Genesys Engage framework and voice building blocks and configuration
- Desirable: knowledge of Genesys Cloud Specialist areas e.g: Scripting, Outbound, Architect etc.
- Excellent communication (written and oral) and interpersonal skills
- Ability to mentor junior engineers and to pass on knowledge professionally and courteously
Desirable qualifications/Certifications
- Genesys Engage Genesys Cloud SNOW
- Genesys Cloud CX: Professional Certification
- Genesys – Certified Framework 8, Routing and Reporting
Benefits
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Benefits may include:
- Remote/Flexible work
- Private health
- 18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days)
- LinkedIn Learning
- Connectivity Allowance (Cellphone or home internet or combo depending on how the person would like to split it)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates. Sabio Group are unable to offer sponsorship on any roles advertised.
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates. Sabio Group are unable to offer sponsorship on any roles advertised.
