About the Role
Are you a seasoned technical support professional with deep expertise in GenesysCloud, WebexCloud, SIP, and Avoxi trunks? We’re looking for a highly skilled Level 3 Support Engineer to join our team and take ownership of complex troubleshooting, escalations, and proactive system maintenance.
As a key member of our support team, you will work closely with clients, engineers, and cross-functional teams to ensure optimal system performance, seamless service delivery, and top-tier technical support.
Key Responsibilities
Escalation Management: Handle Level 3 escalated support tickets, diagnosing and resolving complex technical issues related to GenesysCloud, WebexCloud, SIP, and Avoxi trunks.
Technical Troubleshooting: Analyze system logs, identify patterns, and provide quick, effective resolutions to minimize downtime and improve service reliability.
Client Engagement: Work directly with clients to understand technical requirements, implement tailored solutions, and optimize their cloud communication platforms.
Proactive Monitoring & Maintenance: Continuously monitor system performance, conduct regular audits, and apply necessary patches and updates to ensure a stable and secure environment.
Documentation & Knowledge Sharing: Maintain up-to-date technical documentation, knowledge bases, and support guides to improve troubleshooting efficiency.
Mentorship & Training: Provide guidance and training to junior support engineers, fostering a culture of knowledge-sharing and continuous improvement.
RequirementsProven experience in Level 3 technical support with a strong focus on GenesysCloud, WebexCloud, SIP, and Avoxi trunks.
· Strong troubleshooting skills with the ability to quickly diagnose and resolve complex technical issues.
· Excellent problem-solving abilities, with a proactive approach to identifying and mitigating risks.
· Strong communication skills – ability to articulate complex issues clearly to both technical and non-technical stakeholders.
· Ability to work independently and collaboratively in a fast-paced environment.
· Relevant certifications in GenesysCloud and WebexCloud are a plus.
Desired Skills:
- Genesys
- Webex
- Cloud
Desired Qualification Level:
- Certificate
About The Employer: