Senior Technical Support Specialist

1 day ago

Lahore, Punjab, Pakistan beBeeTechnical Full time 900,000 - 1,200,000
Job Overview

Ensuring the stability, integrity, and optimal performance of the Genesys Cloud Workforce Management (WFM) system is a critical function that requires strong technical support skills. This role involves providing day-to-day technical assistance to WFM users, troubleshooting software bugs, and collaborating with cross-functional teams to resolve technical issues.

Key Responsibilities:
  • Provide technical support to WFM users across various business functions.
  • Collaborate with technical teams to troubleshoot and resolve technical issues related to scheduling, forecasting, and adherence.
  • Maintain data accuracy and consistency within the WFM platform.
  • Conduct regular audits on Business Unit and Multi-User setups, feeds, adherence metrics, mapping, and skilling configurations.
Required Skills and Qualifications:

This role requires advanced technical support skills, excellent written and verbal communication skills, and the ability to explain complex technical concepts to non-technical stakeholders. The ideal candidate should have 4-6 years of experience supporting Genesys Cloud WFM, a strong understanding of workforce management concepts, and a bachelor's degree in Information Technology or a related field.

  • Strong analytical mindset and technical aptitude for software systems.
  • Ability to create documentation and process guides.
  • Excellent attention to detail and organizational skills.
Preferred Attributes:

The preferred candidate will be a self-starter with a proactive and collaborative approach, comfortable working in a dynamic fast-paced support environment. They should be able to multitask and prioritize effectively.

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