At Avtex, a TTEC Digital company, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
As the Technical Consultant, working remotely, you will be responsible for handling cases initiated by our clients from within our case systems or via calls to our after-hours call center. Cases cover a wide range of topics across Avtex Products, Genesys Solutions and Salesforce integrations. Within Avtex Support we focus on developing strong relationships with our clients. Each Support Analyst is assigned specific primary accounts to build in-depth knowledge of the client, their solutions, and operations. Our Support team works together to balance case load and support each other in areas where others have a greater level of experience.
What You Will Be Doing
· Provide customer support and work closely with Escalation Managers for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.
· Member of the System down support queue for emergency support calls.
Review Log files, solution configuration and performing root cause analysis.· Respond to requests received through, but not limited to, live voice, e-mail or web.
· Complete thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required.
· Maintain effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Works collaboratively with all resources (internal or external) necessary to deliver a timely and high-quality result.
Ability to support multiple clients and work on multiple issues simultaneously· Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies.
· Customer conference calls and meetings when needed
· Participate in on-call escalation role.
Focus on continuous improvement by leveraging new tools and developing new processes to improve the overall effectiveness of the Avtex Support team· Technical Resource and Escalation for Associate, Support and Sr. Technical Consultants as well as client and vendors.
What You Bring to The Role
· Minimum of a High School diploma or equivalent
· 2+ years of technical support experience.
· 2+years of Genesys Engage platform
Genesys Inbound Voice Genesys Voice Platform Genesys Routing (ORS and URS) Genesys Reporting Genesys Outbound Genesys WFM· Comprehensive knowledge of computer networks, integrations, databases and Windows and Linux based OS systems.
· May provide basic programming and/or customer configuration recommendations.
· Demonstrated professionalism representing the Company to customers and vendors.
· Demonstrated ability to deliver a high level of customer satisfaction.
· Demonstrated problem solving abilities.
· Proficient written and verbal communication skills.
· Ability to work independently and part of a team.
· Effective time management and organizational skills.
· Attention to detail and thoroughness.
· Demonstrated self-motivated work ethic.
· Comprehensive understanding of system hardware/software workings with ability to identify problems and remedies.
· Ability to adapt quickly to changing technology.
· Ability to accommodate a flexible work schedule to include being on-call and occasional evenings and weekends.