Job Description
Our client is a leading provider of contact centre technology and solutions. They have a fantastic permanent opportunity for a Level 2 Support Engineer to join the team. In this role you will work onsite with a key customer, and you will support Genesys contact centre systems and applications to ensure smooth ongoing operation of a sizeable contact centre.
Duties/Accountabilities
- Resolving customer support issues over the phone, by email and onsite
- Giving customers regular updates
- Gathering and documenting customer requirements
- Architecting solution to requirements
- Developing test plans and project documents
- Updating customer tickets promptly and regularly
- Diagnosing issues with internal/external customer systems and infrastructure including network
- Resolving customer support issues over the phone, by email and onsite
- Setup, Configure and Troubleshoot software and hardware related issues
- Delivering a professional service to customer at all times
- Provide systems support in accordance to customer's support contracts
- Keeping regular accurate records of support issues and ensure service levels are maintained
- Provide after-hours support on a rostered basis
- Strong experience in a level 2 technical support role
- Strong technical skills supporting Genesys products or similar contact centre systems & applications
- A Telco, vendor or reseller background
- Excellent written and verbal communication and customer service skills
Interested? Push the Apply Button now or alternatively send me your profile to wes.elsayed@talentinternational.com or call me on (03) 9236 7766