Job Description
Provide technical support to Genesys Cloud customers through phone, email, chat, and secure screen-sharing sessions.
Investigate, troubleshoot, and resolve incidents involving Genesys Cloud CX, including voice, telephony, networking, user interface, integrations, APIs, reporting, and platform configuration scenarios.
Own assigned customer cases end to end, from initial assessment and impact analysis through resolution, validation, documentation, and closure.
Gather and analyze relevant diagnostic information such as browser console logs, network traces, platform logs, call details, packet captures, and configuration data.
Communicate clearly and professionally with customers, provide regular progress updates, set realistic expectations, and translate technical findings into understandable language.
Prioritize and manage cases according to business impact, urgency, entitlement, and defined service-level agreements (SLAs).
Collaborate ...