Managed Services Support Specialist- Genesys

7 months ago

Cape Town, South Africa Sabio Group Full time

Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.
- Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. At Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.-
**Key Responsibilities**:

- Act as a technical authority, coordinating and delivering technical investigations with support from the service desk and any other second line internal and external third party resolver groups within escalation timelines to support colleagues and meet SLA targets.
- Perform 2nd and 3rd line technical support performing analytical problem solving research and testing activities to resolve/fulfil requests at an advanced level to meet resolution / workaround targets.
- Conduct communication with customers and colleagues professionally and courteously throughout support request fulfilment to meet CSAT objectives and Contractual SLAs.
- Input accurate and detailed information to all support management tools punctually to support colleagues and provide accurate MI to meet quality standards for service delivery.
- Document and execute complex and major requests for change to configure and implement changes on customer and internal systems to meet change deliverables for customers and knowledge share for the team.
- Be committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver Sabio’s support services.
- Be committed to knowledge sharing with colleagues and the wider organisation by updating our ITSM Knowledge Base and providing training and mentoring to junior engineers.
- Review and update existing technical design documentation to support services delivery and to support the transition management process.
- Always seek to identify more innovative ways of working that create an increase in effectiveness.
- From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your manager.
- At all times you must follow all reasonable and lawful instructions given to you by the company.
- Prioritise, progress and monitor the Genesys Engage environments and to ensure service requests and incidents are resolved within SLA
- Be a specialist in core Genesys Engage technologies that can advise Tier 2 support engineers on incident resolution and work with our customers to advise on changes to their solutions.
- Contribute to the design of those solutions via enhancements and add to the continual service improvement for our customers.
- Supporting Service Delivery Management with customer interactions as a technical authority.
- Troubleshoot technical issues and provide the necessary technical capability to either resolve directly or take ownership and seek to resolve using the combined expertise across the business.

**Skills Knowledge and Expertise**:

- To have past experience of working with Genesys Contact Centre solutions, specifically Genesys Engage.
- Knowledge of ITIL
- In depth knowledge of Genesys Engage framework and voice building blocks and configuration
- Excellent communication (written and oral) and interpersonal skills
- Ability to mentor junior engineers and to pass on knowledge professionally and courteously

**Desirable qualifications/Certifications**
- Genesys Engage Genesys Cloud SNOW
- Genesys Cloud CX: Professional Certification
- Genesys - Certified Framework 8, Routing and Reporting

**Benefits**:

- This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
- **Benefits may include**:

- Remote/Flexible work
- Private health
- 18 or 23 depending on seniority days paid holiday a year
- (this includes three Sabio days)
- LinkedIn Learning
- Connectivity Allowance (Cellphone or home internet or combo depending on how the person would like to split it)

**The Small Print**

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
- Department- Support- Employment Type- Ful

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