Junior L1 Genesys Support Engineer

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-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. 

Miratech has coverage across  5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. 

We are looking for a Junior Technical Support Engineer for Genesys Cloud-related projects to perform callflows minor updates, upgrades, changes and timely resolve client's issues, following EST time zone for work for full-time and full-remote employment. 

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

• Strong expertise in troubleshooting and root cause analysis, including log review and issue diagnostics.
• Proven experience in Technical Support.
• Solid 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.

Nice to have:

• Hands-on experience with Genesys Cloud.

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.

All your information will be kept confidential according to EEO guidelines.