Technical Support Specialist

1 week ago

Lahore, Punjab, Pakistan beBee Careers Full time

Job Title: Technical Support Specialist - Genesys Cloud WFM

Description:

We are seeking a highly skilled and experienced technical support professional to join our team in ensuring the stability, integrity, and optimal performance of the Genesys Cloud Workforce Management system.

This role involves providing day-to-day technical support to users across the business, troubleshooting WFM issues, and collaborating with technical teams to ensure smooth operation of scheduling, forecasting, and adherence functionalities.

This is a critical support role that requires strong communication skills, a proactive mindset, and the ability to troubleshoot and resolve technical issues efficiently.

Responsibilities:

  • Provide technical support to Genesys Cloud WFM users
  • Work cross-functionally with WFM teams and technical departments to resolve WFM-related issues and implement enhancements
  • Troubleshoot and resolve software bugs, performance issues, and integration problems related to Scheduling, Forecasting, and Adherence
  • Maintain accuracy and consistency in data inputs/outputs from the WFM platform
  • Conduct regular audits on BU and MU setups, feeds, adherence metrics, mapping, and skilling configurations
  • Assist end-users with inquiries, tickets, and training related to WFM systems
  • Maintain updated documentation for system configurations and processes
  • Track, prioritize, and resolve support tickets while meeting defined SLA targets
  • Generate and deliver Monthly WFM Support Summary Reports and Incident Reports including Root Cause Analyses
  • Collaborate with the software vendor as needed to resolve complex system issues
  • Drive continuous improvement by identifying and implementing innovations to increase system efficiency and data accuracy
  • Evaluate escalated issues and address them within Service level definitions

Qualifications:

  • 4-6 years of experience supporting Genesys Cloud WFM
  • Strong understanding of Workforce Management concepts and systems
  • Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field
  • Prior experience in a Workforce Management team is a plus
  • Any relevant Certification in Genesys is preferred
  • Advanced troubleshooting and technical support skills
  • Excellent written and verbal communication skills
  • High attention to detail, with strong planning and organizational skills
  • Ability to independently manage tasks and take ownership from initiation to completion
  • Skilled in creating documentation and process guides

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