troubleshoot problems with supported applications and ensure problems are resolved to client satisfaction
provide alternatives for solving identified system problems
provide vendor system support and maintain vendor relationships
assist with creation and maintenance of service desk diagnostics and job aids
ensure the application is fully documented and provide input for any gaps in documentation
use application knowledge, or work with others, to provide guidance and technical leadership to project resources or maintenance resources
maintain an awareness of other projects and their possible effect on ongoing projects
serve as primary contact for user questions regarding supported applications
provide users with excellent customer service, knowledge and advice when responding to needs or questions

Hands-on end user experience in telephony-intensive contact center
Willingness to grow and develop in a telephony field support role
This includes attaining a required Genesys Cloud certification
Demonstrated experience providing customer-driven solutions, support or service
Basic knowledge and understanding of managed service delivery and/or outsourcing contracts
Basic knowledge and understanding of IT infrastructure domains including data centers, network/communications, server utilization, virtual environments, storage and application development
Basic knowledge and understanding of ITIL / service management best practices
Analytical approach to problem-solving
Attention to results and with a sense of urgency
Basic knowledge and understanding of project management processes, tools, and techniques

Genesys Cloud Services Specialist

Key skills