Senior Resolution Specialist

Genesys Cloud Services, Inc.; São Paulo; Híbrido; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A tech solutions provider in São Paulo is looking for a Senior Resolution Specialist for LATAM. The role involves managing critical product issues and leading cross-functional teams to ensure effective resolution. Candidates should possess strong issue management skills and empathy in customer communication, with proficiency in both English and Spanish. This position offers a collaborative environment focused on improving customer experience through technical support.

Qualificações

• Ability to manage multiple critical issues from escalation to resolution.
• Knowledge of technical support best practices.
• Strong commitment to performance and customer focus.

Responsabilidades

• Manage critical product issues for the LATAM region.
• Lead meetings with stakeholders to triage issues.
• Monitor incident resolution progress and ensure SLAs are met.

Conhecimentos

Issue management

Empathetic support

Influence across functions

Customer focus

Bilingual communication

Conflict management

Descrição da oferta de emprego

Senior Resolution Specialist – LATAM

Location: São Paulo, Brazil

Posted: 3 Days Ago

Join the team and create the future of customer experience together. Genesys is currently recruiting for a Senior Resolution Specialist, LATAM.

Role Overview

In this role, you will be a member of the Resolution Management team in the Product Support Organization. The purpose of the Resolution Management team is to improve the overall customer experience during critical moments continuously.

Responsibilities

• Manage and facilitate critical product issues for the LATAM region.
• Assess and evaluate the criticality of the issue, including the business impact, ensuring that handling as a critical escalation is warranted.
• Communicate and facilitate meetings with internal and external stakeholders to triage the issue further.
• Establish a regular meeting cadence with the customer/partner reporting on the status, timelines, and action plan.
• Lead and manage executive engagement with customers and partners through significant critical issues.
• Assemble and lead a cross‑functional virtual team, spanning Customer Success & Services, Product Management, CTO, and Sales, to manage the resolution of highly critical issues.
• Monitor, report, and provide status updates on critical escalations to internal and external stakeholders.
• Follow incident response plans and procedures to ensure incidents are handled in a consistent and effective manner.
• Monitor and report on incident resolution progress and ensure service level agreements (SLAs) are met.
• Monitor and manage communications (sometimes public, sensitive, and large‑scale) during incidents.
• Participate in an on‑call roster as necessary to provide escalation coverage outside of standard business hours and be available after hours for emergencies* Thinking beyond the boundaries of existing industry standard practices to devise process improvements and new ways to deliver better experiences.
• Identify opportunities for process improvements and work with cross‑functional teams to implement changes.
• Proactively engage Customer Success Managers and Account Managers on escalated accounts to further advise customers/partners on actions that can be taken to mitigate issues in the future and to improve their overall experience with Genesys.
• Provide and deliver educational information on Product Support processes, practices, and methodologies for internal and external stakeholders to ensure they are successfully followed.

Qualifications

• Ability to manage, plan, coordinate, and prioritize multiple issues at any one time from initial escalation through resolution.
• Ability to effectively manage issue resolution, providing the customer with an empathetic level of care and support.
• Able to influence and drive the required assistance cross‑functionally to manage resolution in an effective and timely manner.
• Ability to organize, lead, and manage virtual teams of resources assigned to drive issue resolution.
• Relevant experience managing customer‑facing technical teams in a fast‑paced and dynamic environment; must be knowledgeable about technical support best practices.
• Proven experience managing escalations within a Technical Support environment.
• Highly motivated with a strong commitment to ongoing best‑in‑class performance.
• Strong customer and partner focus and credibility; ability to engage at senior management and C‑level.
• Excellent English and Spanish written and verbal communication skills; presentation skills; ability to effectively communicate complex situations at all levels inside and outside the organization.
• Negotiation and conflict management: the ability to build consensus, trust, and relationships with internal and external stakeholders.

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Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI‑Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise.

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