Genesys L1 Support Engineer

Company Description

Miratech is an IT services and outsourcing company that provides services to multinational organizations all over the world. Our highly professional team achieves success with 99% of IT projects in financial, telecommunication, and technology domains. Founded in 1989, Miratech has its headquarters in New York, USA; with R&D centers in Poland, Philippines, Slovakia, Spain, and Ukraine. Technical complexity is our passion, stability is our standard, friendly work environment is our style. We empower our employees to grow together with the company, to achieve ambitious goals, and to be a part of the international relentless team which helps the visionaries to change the world.

Job Description

We are looking for an L1 Support Engineer for Genesys Cloud-related services, changes, and implementation for full-time and full-remote employment. 

This is a great opportunity for a real quick learner, customer-focused 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 the L2 Engineer.
• Timely reaction to call 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

Company provides: Free training on Genesis technology

Qualifications

• High level of English (Upper-intermediate/Advanced level)
• Work experience in Technical support (0,5 - 1 year)
• Readiness to communicate with US customers and clarify the requirements of the request
• Ability to cover PST working hours
• Work in shifts every other weekend and, in case of need, work during holidays
• Expertise in troubleshooting issues (analyzing logs and determining root cause).
• Understanding of SLA principles, following SLA required
• A basic understanding of Genesys technology will be a plus

Additional Information

We offer

• Culture of relentless performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. 
• ForeverRemote work culture: make the most of the flexibility that comes with remote work. 
• Growth mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities. 
• Global impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming multicultural environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social sustainability values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.