Technical Consultant - Genesys Engage
At Avtex, a TTEC Digital company, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process.
Our vision is the same, a place where employees know they can thrive.
As the Technical Consultant, working remotely in Costa Rica, you will be responsible for handling cases initiated by our clients from within our case systems or via calls to our after-hours call center.
Cases cover a wide range of topics across Avtex Products, Genesys Solutions and Salesforce integrations.
Within Avtex Support we focus on developing strong relationships with our clients.
Each Support Analyst is assigned specific primary accounts to build in-depth knowledge of the client, their solutions, and operations.
Our Support team works together to balance case load and support each other in areas where others have a greater level of experience.
**What You Will Be Doing**
- Provide customer support and work closely with Escalation Managers for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.
- Member of the System down support queue for emergency support calls.
- Review Log files, solution configuration and performing root cause analysis.
- Complete thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution.
This may include initiating the billing process as required.
- Maintain effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction.
Works collaboratively with all resources (internal or external) necessary to deliver a timely and high-quality result.
- Ability to support multiple clients and work on multiple issues simultaneously
- Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies.
- Customer conference calls and meetings when needed
- Participate in on-call escalation role.
- Focus on continuous improvement by leveraging new tools and developing new processes to improve the overall effectiveness of the Avtex Support team
- Technical Resource and Escalation for Associate, Support and Sr. Technical Consultants as well as client and vendors.
**What You Bring to The Role**
- Minimum of a High School diploma or equivalent
- 2+ years of technical support experience.
- 2+years of Genesys Engage platform
- Genesys Inbound Voice
- Genesys Voice Platform
- Genesys Routing (ORS and URS)
- Genesys Reporting
- Genesys Outbound
- Genesys WFM
- Comprehensive knowledge of computer networks, integrations, databases and Windows and Linux based OS systems.
- May provide basic programming and/or customer configuration recommendations.
- Demonstrated professionalism representing the Company to customers and vendors.
- Demonstrated ability to deliver a high level of customer satisfaction.
- Demonstrated problem solving abilities.
- Proficient written and verbal communication skills.
- Ability to work independently and part of a team.
- Effective time management and organizational skills.
- Attention to detail and thoroughness.
- Demonstrated self-motivated work ethic.
- Comprehensive understanding of system hardware/software workings with ability to identify problems and remedies.
- Ability to adapt quickly to changing technology.
- Ability to accommodate a flexible work schedule to include being on-call and occasional evenings and weekends.
**Benefits available to eligible employees include**
- Medical, dental, and vision
- Tax-advantaged healthcare accounts
- Financial and income protection benefits
- Paid time off (PTO) and wellness time off
**About Us**
Avtex is now TTEC Digital.
The acquisition aligns to TTEC's continued focus on fueling experience transformations.
Our deep expertise in the most innovative and disruptive brands in the digital industry enables our clients to provide amazing customer experiences.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability.
TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce.
We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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**Primary Location**: : CR-Costa Rica-Heredia
** Job**: : Information Technology
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