Job Title: PS Consultant
Department & Team: Custom Application Support (CAS) / PS COE
Reports to: PS Manager
Summary of the Position
As part of the CSP Custom Application Support Team, the Application Support Analyst will be responsible for the troubleshooting, resolution, and communication of customer issues reported to the Genesys Custom Solutions Practice.
Primary Role and Duties
Act as a
liaison handling phone and email support
requests, where you become a front-line
advocate for the resolution of
Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
To be the first line support interface in finding the root cause of an application malfunction.
Participate in the creation of Knowledge Base articles, solutions and other related support collateral.
To interface with CSP Subject Matter Experts, where the problem cannot be resolved at a frontline support level
To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate contacts within our partner and/or customer organizations
Should be able perform regular checks on our online application database and should be able to perform upgrades with prescribed guidance
Participate in a shift roster as necessary
Ability to have flexible work schedule and at times work outside of your normal business hours to accommodate effective communications with stakeholders in the Global organization
In order to succeed in this role, the candidate will need to be able to demonstrate the following skills:
Excellent problem determination and problem-solving skills
Must be able to cope under pressure and work to stringent timelines
Be a strong team player
Have a technical background in accordance with the requirements set out below
Ability to get to the heart of complex issues;
Very good analytical skills;
Ability to work independently on routine duties or projects with general instructions on new assignments.
Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must.
Demonstrate solid analytical programming and problem-solving skills including software operation diagnostics
BA or BS in Computer Science or Engineering, or related technical fields
Prior work experience:
2 years or more of commercial software development experience in C++, Java and .NET (VB, ASP and C#) languages and environments.
Required skills and knowledge:
Experience in web application development methodologies. Solid understanding of web architecture.
Experience with UNIX/LINUX operating environments at the system administrator level.
Working knowledge of developing customized, technical solutions
Technical know-how of Genesys platform solutions would be an added advantage
Experience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs is a BIG plus.
Ability to work independently on routine duties or projects, general instruction on new assignments. Good verbal and written skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must
Ability to relate effectively with clients and partners (vendors and internal teams).
May assist with resolving escalated customer issues that originated with the customers or partners.
Desirable Skills in one or more of the following areas:
Good practical experience with Development methodologies
Practical experience with best Consulting Services/Project Delivery practices employed in the industry among leading consulting organizations.
Needs to meet SLA contracts with customers and sometimes juggle many concurrent issues.
Strong analytical and troubleshooting skills with attention to detail
Strong sense of ownership with ability to take control of difficult and/or chaotic situations
Experience in supporting contact center environments (premise or cloud based) is preferred.
Can handle high stress situations
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via
http://www.genesys.com/, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected character