Analyst, Genesys Cloud Support

Key Responsibilities:

• Responsible for end user support of the Genesys Cloud environment.
• Deliver excellent customer service to resolve customer issues, questions, or concerns regarding the Genesys Cloud platform.
• Document user support request in our ServiceNow helpdesk software.
• Ability to implement moves, adds, and changes within Genesys Cloud.
• Work with our Genesys Cloud support partner to elevate and resolve individual or system wide issues in a timely manner.
• Configure monitoring to proactively detect and alert on Genesys Cloud issues and errors.

Qualifications

• 0‑2 years in a role supporting a CcaaS or CaaS platform.
• Experience troubleshooting Windows desktop issues.
• Strong English communication, problem solving and analytical skills.
• Bachelor’s Degree in a related field or equivalent work experience.

Desired Qualifications