Position: Technical Support Engineer
Company: Miratech
Category: Support
Experience required: 3y
English level: intermediate

Qualifications
Experience with the following technologies:
Networking protocols;
Databases (MSSQL or Oracle + basic SQL);
Operating systems (Linux is preferred);
Experience in CRMs (SAP, Siebel, SalesForce, etc)
English language Knowledge - Intermediate+ level

Experience in the following areas will be a plus:
Genesys Solutions (Framework & Business Applications Products) is preferred
Understanding of IP Telephony is preferred
Experience in supporting contact center environments (premise or cloud-based) is preferred.
Web technologies;
Scripting (bash, python, Perl, etc.).
Can handle high-stress situations

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.
The 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 the ability to take control of difficult and/or chaotic situations