Position: Junior Technical Support Engineer
Company: Miratech
Experience required: 1y
English level: intermediate

Job Description
About the customer
The customer is the world’s leading provider of customer service and contact center software, with more than 4,500 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience.

About the project
Software consist of multiple components, running in client-server architecture, using a variety of protocols, monitoring health check of the whole environment, providing components with access to configuration information that may consists hundreds of thousands of objects, distributed and virtualized, supported on major databases and major platforms.
Our candidate will be responsible for providing technical support for part of the wide list of products.

Requirements
Spoken English (Intermediate+);
Networking protocols;
Databases (MSSQL or Oracle or basic SQL);
Operating systems (Linux is preferred);

Desirable additional skills:
Cloud services / AWS or Azure (basic knowledge) - will be a plus

Responsibilities:
As part of the Customer Care Team, the Technical Support Engineer will be responsible for the troubleshooting, resolution, and communication of customer issues reported to Genesys Customer Care.
Resolve technical issues of the Genesys Reporting product suite for Genesys Customers and Partners around the world.
Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration.
Understand how the issue impacts the Genesys solution and request appropriate information to resolve it.
Log and Track issues within our CRM solution including research, customer communication, and updates as the problems are being worked.
Build and maintain test environments/labs for troubleshooting and testing.
Understand and set issue priority based upon urgency and business impact.
Maintain ownership of customer reported issues until resolved.
Manage customer expectations and work within the escalation path when necessary to maintain customer satisfaction.
Close issues with a concise written resolution and root cause analysis when confirmed by customer
Contribute to the public Genesys knowledgebase
Regular working hours + after-hours on-call coverage required
Engineering/Computer Science degree and/or diploma with relevant work experience
Good analytical and troubleshooting skills;
Strong sense of ownership with ability to take control of difficult and/or chaotic situations