Senior Technical Support Consultant

4 days ago

Cape Town, Western Cape, South Africa Sabio Full time

Secure Real-Time Communications Expertise

Sabio is a leading independent UK Contact Centre solution supplier, collaborating with top brands globally to build high-quality, secure platforms and solutions.

We strive for excellence in creating state-of-the-art real-time communications platforms and contact centre system integration. Our products and expertise focus on delivering the customer experience through innovative tools and technology.

This role involves providing technical support to multiple enterprise customers under a managed service contract. As a Senior Technical Support Consultant, you will work alongside the Genesys Support team on proactive maintenance, break fix, change, and automation activities.

Key Responsibilities:

  • Act as a technical authority, coordinating technical investigations with support from the service desk and second-line internal and external resolver groups within escalation timelines.
  • Perform 2nd and 3rd line technical support, conducting analytical problem-solving research and testing activities to resolve requests at an advanced level.
  • Communicate effectively with customers and colleagues throughout support request fulfilment to meet CSAT objectives and Contractual SLAs.
  • Input accurate information into all support management tools punctually to support colleagues and provide accurate MI for quality standards in service delivery.
  • Document and execute complex requests for change to configure and implement changes on customer and internal systems.
  • Be committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver Sabio's support services.
  • Contribute to knowledge sharing with colleagues and the 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 transition management process.
  • Maintain an openness to identify innovative ways of working that increase effectiveness.

Requirements:

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

Benefits:

  • Competitive salary of £50,000 per annum.
  • Flexible work arrangements, including remote work options.
  • Private health insurance.
  • 20 days paid holiday per year, plus three additional Sabio days.
  • Access to LinkedIn Learning resources.
  • A connectivity allowance for cellphone or home internet expenses.

About Us:

Sabio is a friendly and passionate team that motivates its members to learn and develop their careers. We value professionalism, creativity, and collaboration in everything we do. Join us to grow your skills and contribute to delivering exceptional support services.

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