Junior L1 Genesys Support Engineer

Miratech Group; Buenos Aires; Híbrido; ARS 63.424.000 - 96.646.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Relocation program

Remote work

Growth opportunities

Multicultural environment

Relentless Performance culture

Sustainability values

Descripción de la vacante

Miratech Group is hiring a Junior L1 Genesys Support Engineer for Genesys Cloud projects. This role focuses on callflow updates, troubleshooting, and resolving client issues within the PST time zone in a full-time, full-remote capacity.

The ideal candidate is a quick learner with strong customer focus and a willingness to grow in Genesys technology, with English proficiency at B2 or higher. You will collaborate with a global support team and contribute to high-quality service delivery.

Formación

• Experience in Technical Support and issue resolution.
• Understanding of SLA concepts and meeting SLA requirements.
• Detail-oriented with a proactive problem-solving approach.
• eagerness to grow in Genesys technologies and learn quickly.

Responsabilidades

• Receive and process requests per alerts and calls within SLA.
• Clarify incoming requests with customers and route tickets to L2 engineers.
• Respond promptly to alerts and follow defined procedures.
• Acknowledge OpsGenie alerts and create tickets.
• Implement fixes at L1/L2 level per procedures.

Conocimientos

Troubleshooting

Technical Support

SLA knowledge

Attention to detail

Growing mindset

Fast learner

Team collaboration

Genesys concepts

English Proficiency (B2+)

Herramientas

Genesys Cloud

Descripción del empleo

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-drivenorganizationand our culture of Relentless Performance has enabled over 99% ofMiratech'sengagements to succeed by meeting or exceeding our scope, schedule, and/or budgetobjectivessince ourinceptionin 1989.
Miratech has coverage across 5 continents andoperatesin over 25 countries around the world. Miratech retainsnearly 1000full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are looking for aJunior L1 Genesys Support Engineerfor Genesys Cloud-related projects to perform callflow minor updates, upgrades, changes, and timely resolve clients' issues, followingPST time zone for workforfull-timeandfull-remoteemployment.
This is a great opportunity for a real quick learner, customer-focused technical individual, patient and attentive to detail person, who is ready to work in a team, willing to develop support services, and learn Genesys technology.
This person will possess a demonstrable and successful background in understanding and managing clients’ inquiries, resolving reported issues by performing troubleshooting, and escalating everything else to the remaining tiers in the operating model.

Responsibilities:

• Receiving & processing requests per alerts & calls, within the defined SLA.
• Clarification of the incoming request with Customers, ticket creation and routing of the ticket to L2 Engineer.
• Timely reaction to calls alerts
• Following support procedures and participation in procedures improvement
• Acknowledging alerts from the OpsGenie
• Creating tickets
• Implementing fixes of L1/L2 level according to pre-defined procedures

Qualifications

• Expertise in troubleshooting and root cause analysis, including log review and issue diagnostics.
• Experience in Technical Support.
• Understanding of SLA principles with the ability to work within SLA requirements.
• High attention to detail and a responsible, patient approach to problem-solving.
• Eagerness to grow and develop within Support Services.
• Fast learner with a proactive mindset.Collaborative team player with a continuous learning attitude.
• Interest in developing knowledge of Genesys technologies.
• Upper-Intermediate (B2) or higher English proficiency, with the ability to communicate effectively with US-based customers

Additional Information

We offer:

• Culture of Relentless Performance:join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits:enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture:make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact:collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment:be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values:join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

*Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

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