Technical Support Specialist

3 days ago


Cape Town, Western Cape, South Africa Sabio Full time

Job Summary

Sabio is a leading global company providing innovative solutions to the contact centre industry. We are seeking a highly skilled Technical Support Specialist to join our team.

About the Role

  • As a Technical Support Specialist, you will be responsible for providing technical expertise and support to our customers and internal teams.
  • You will work closely with our Genesys Support team to deliver proactive maintenance, break fix, change, and automation activities.
  • Key responsibilities include acting as a technical authority, coordinating and delivering technical investigations, performing 2nd and 3rd line technical support, and conducting communication with customers and colleagues.
  • You will also be responsible for inputting accurate and detailed information to support management tools, documenting and executing complex requests for change, and reviewing and updating technical design documentation.
  • Additionally, you will be committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver Sabio's support services.
  • You will also 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.

Requirements

  • Prior experience with Genesys Contact Centre solutions, specifically Genesys Engage.
  • Knowledge of ITIL.
  • In-depth knowledge of Genesys Engage framework and voice building blocks and configuration.
  • Desirable: knowledge of Genesys Cloud Specialist areas, excellent communication and interpersonal skills, and ability to mentor junior engineers.
  • Desirable qualifications/Certifications: Genesys Engage, Genesys Cloud SNOW, Genesys Cloud CX: Professional Certification, and Genesys – Certified Framework 8, Routing and Reporting.

What We Offer

  • Remote/Flexible work.
  • Private health.
  • 18 or 23 days paid holiday a year.
  • LinkedIn Learning.
  • Connectivity Allowance.


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