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Technical Support Engineer,Senior Technical Support Engineer

Company Name Confidential

Keywords / Skills : software development, c, software, rdbms, active directory, windows, sql, perl, framework, engineering, technical support, system administration, mysql, computer science, php, ccna

2 - 12 years
Posted: 2019-02-06

Job Description
Maintain ownership of customer reported issues until resolved.

Manage customer expectations and work within the escalation path when necessary to maintain customer satisfaction.

Close issues with a concise written resolution and root cause analysis when confirmed by customer

Contribute to the public Genesys knowledgebase

Shift work and after-hours on-call coverage required

Provide expert analysis and on site hands customer care as required

Provide mentorship of less senior team members both in process and in resolving complextechnicalissues

Qualifications/Skills Required and Preferred:

Engineering/Computer Science degree and/or diploma with relevant work experience

Experience with the following technologies:

Genesys Solutions (Framework & Voice Self Service Products)

RDBMS (Oracle, MS-SQL, MySQL)

Software Development (Perl, C/C++, PHP)

Protocols (IPv4/6, OSI, LDAP, VLAN, VPN)

IP Telephony (SIP, PRI, Asterisk)

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