Remote Junior L1 Genesys Support Engineer

1w1 week ago

Miratech

Buenos Aires, AR · Full-time · $28,000 – $45,000

About this role

Miratech, a global IT services company, seeks a Junior L1 Genesys Support Engineer for Genesys Cloud-related projects. Perform callflow minor updates, upgrades, changes, and resolve clients' issues following PST time zone. This full-time, full-remote role suits quick learners who are customer-focused and detail-oriented.

Day-to-day involves receiving and processing requests from alerts and calls within defined SLAs. Clarify incoming requests with customers, create tickets, and route to L2 engineers. Acknowledge OpsGenie alerts, implement L1/L2 fixes per procedures, and react timely to call alerts.

Join a values-driven organization with Relentless Performance culture, enabling 99% engagement success since 1989. Work in a global team across 5 continents, supporting digital transformation for largest enterprises. Thrive in a nimble, innovative environment partnering with enterprise and startup players.

Grow within support services, developing Genesys technology knowledge through continuous learning. Benefit from professional development like certification programs, mentorship, and internal mobility. Collaborate on impactful projects for top global clients in a welcoming multicultural environment.

Requirements

Expertise in troubleshooting and root cause analysis, including log review and issue diagnostics
Experience in Technical Support
Understanding of SLA principles with ability to work within SLA requirements
High attention to detail and responsible, patient approach to problem-solving
Eagerness to grow and develop within Support Services
Fast learner with a proactive mindset
Collaborative team player with continuous learning attitude
Interest in developing knowledge of Genesys technologies

Responsibilities

Receive and process requests per alerts and calls within defined SLA
Clarify incoming requests with customers, create tickets, and route to L2 Engineer
React timely to call alerts
Follow support procedures and participate in procedures improvement
Acknowledge alerts from OpsGenie
Create tickets
Implement fixes of L1/L2 level according to pre-defined procedures
Perform callflow minor updates, upgrades, and changes

Benefits

Culture of Relentless Performance with 99% project success rate and over 30% year-over-year revenue growth
Comprehensive compensation and benefits package including health insurance and relocation program
Work From Anywhere Culture with flexibility of remote work
Professional development opportunities including certification programs, mentorship, talent investment programs, internal mobility, and internships
Global Impact collaborating on projects for top global clients
Welcoming Multicultural Environment in a dynamic, inclusive global team