Connect Centric · 5 hours ago

Service Desk Analyst (Tier I)

United States

Full-time

Remote

Entry Level

$25/hr - $30/hr

1+ years exp

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ConsultingInformation Technology

No H1B

U.S. Citizen Only

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Responsibilities

Leverage 1+ years of hands-on experience with Genesys Cloud CX to provide specialized support for customers.

Promptly respond to inbound support requests via phone, email, or ticketing system within 30 minutes for non-emergencies and within 15 minutes for critical issues.

Provide Tier I troubleshooting support to customers, ensuring timely and effective resolution of their queries.

Gather detailed information from customers to accurately assess and understand their technical issues.

Escalate complex issues to Tier II technicians or relevant teams while maintaining ownership of the customer’s case until resolution.

Follow established procedures and workflows to track, prioritize, and document support requests in the ticketing system.

Maintain up-to-date knowledge of Genesys Cloud CX product features, functionality, and troubleshooting techniques.

Identify recurring issues specific to Genesys Cloud CX and report patterns or trends to help improve service delivery.

Respond to data calls and provide necessary information or insights in a timely manner.

Exemplify a friendly, patient, and above-and-beyond approach to customer service, ensuring customer satisfaction and building strong relationships.

Collaborate effectively with other team members to share knowledge and improve overall support quality.

Create detailed reports documenting recurring issues, trends, or patterns to assist in identifying and resolving common problems.

Prepare support metrics and performance data for review by leadership to drive process improvements.

Respond to data calls as required to meet contract SLAs.

We are looking for someone who is comfortable taking on a variety of tasks as needed. Flexibility, adaptability, and a willingness to step outside your comfort zone are essential for success in this role. One day you may be troubleshooting technical issues, and the next, collaborating on a process improvement initiative.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Genesys Cloud CXTier I help desk experienceTicketing systemsIT conceptsNetworking conceptsRemote support experienceRemote troubleshooting toolsTeam-oriented attitudeProblem-solving mindset