Junior L1 Genesys Support Engineer

Job Description We are looking for a Junior L1 Genesys Support Engineer for Genesys Cloud-related projects to perform callflow minor updates, upgrades, changes, and timely resolve clients' issues, following PST 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 & processing requests per alerts & calls, within the defined SLA. - Clarification of the incoming request with Customers, ticket creation and routing of the ticket to L2 Engineer. - Timely reaction to calls alerts - Following support procedures and participation in procedures improvement - Acknowledging alerts from the OpsGenie - Creating tickets - Implementing fixes of L1/L2 level according to pre-defined procedures