Genesys Cloud Services Specialist (Hybrid)
American Family Insurance is seeking a Genesys Cloud Services Specialist to collaborate with others in the division to provide and maintain applications that meet business needs. The role involves troubleshooting application problems, providing vendor support, and ensuring excellent customer service to users.
Responsibilities
- You will troubleshoot problems with supported applications and ensure problems are resolved to client satisfaction
- You will provide alternatives for solving identified system problems
- You will provide vendor system support and maintain vendor relationships
- You will assist with creation and maintenance of service desk diagnostics and job aids
- You will ensure the application is fully documented and provide input for any gaps in documentation
- You will use application knowledge, or work with others, to provide guidance and technical leadership to project resources or maintenance resources
- You will maintain an awareness of other projects and their possible effect on ongoing projects
- You will serve as primary contact for user questions regarding supported applications
- You will provide users with excellent customer service, knowledge and advice when responding to needs or questions
- You may be required to complete other assignments or participate in projects based upon skills, achievements, or experience
Skills
- Hands-on end user experience in telephony-intensive contact center
- Willingness to grow and develop in a telephony field support role. This includes attaining a required Genesys Cloud certification
- Demonstrated experience providing customer-driven solutions, support or service
- Basic knowledge and understanding of managed service delivery and/or outsourcing contracts
- Basic knowledge and understanding of IT infrastructure domains including data centers, network/communications, server utilization, virtual environments, storage and application development
- Basic knowledge and understanding of ITIL / service management best practices
- Analytical approach to problem-solving. Attention to results and with a sense of urgency
- Basic knowledge and understanding of project management processes, tools, and techniques
Benefits
- Comprehensive medical, dental, vision and wellbeing benefits
- Competitive 401(k) contribution
- A pension plan
- An annual incentive
- 9 paid holidays
- A paid time off program (23 days accrued annually for full-time employees)
- Student loan repayment program
- Paid-family leave
Company Overview