Senior Technical Support Professional

7 days ago

Lahore, Punjab, Pakistan beBee Careers Full time

Job Title: Senior Technical Support Professional - WFM System

Description:

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

This role involves working closely with 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
  • Collaborate 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 accurate and consistent data inputs/outputs from the WFM platform
  • Perform regular audits on BU and MU setups, feeds, adherence metrics, mapping, and skilling configurations
  • Support end-users with inquiries, tickets, and training related to WFM systems
  • Update documentation for system configurations and processes
  • Track, prioritize, and resolve support tickets while meeting defined SLA targets
  • Generate and deliver monthly reports, including Root Cause Analyses
  • Collaborate with the software vendor to resolve complex system issues
  • Drive continuous improvement by implementing innovations to increase system efficiency and data accuracy

Qualifications:

  • Experience in 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
  • Relevant Certification in Genesys is preferred
  • Advanced troubleshooting and technical support skills
  • Excellent written and verbal communication skills
  • Attention to detail, with strong planning and organizational skills
  • Ability to manage tasks independently and take ownership from initiation to completion

  • Technical Support Professional

    7 days ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    Job Title: Technical Support EngineerJob Description:As a Technical Support Engineer, you will play a crucial role in providing step-by-step technical help to customers.The ideal candidate should have a BS degree in Information Technology, Computer Science or a relevant field.You will be responsible for troubleshooting issues and providing written and verbal...

  • Technical Support Professional

    2 days ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    We are seeking an experienced and skilled IT professional to join our team as an IT Support Officer.As a key member of our IT department, you will be responsible for providing technical support to our staff and users, resolving technical issues, and ensuring that all systems are running efficiently.

  • Technical Support Professional

    3 days ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    We are seeking an experienced Technical Service Engineer to join our team. This mid-senior level position involves providing technical assistance and support to customers, analyzing data to improve accuracy and customer satisfaction, and collaborating with other departments.Key Responsibilities:Pre-sales and post-sales technical support to customersFault...

  • Technical Support Professional

    7 days ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    Customer Service RepresentativeWe are looking for a skilled Customer Service Representative to provide exceptional technical and customer support for our asset management software.This role involves resolving customer inquiries, diagnosing technical issues, and ensuring high levels of customer satisfaction through email, chat, and phone interactions.The...

  • Technical Support Professional

    3 days ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    Technical Support RoleWe are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for delivering exceptional technical support, resolving complex issues, and maintaining a high level of customer satisfaction.Our ideal candidate will have a strong background in IT infrastructure,...

  • Senior Technical Support Specialist

    3 days ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    **Senior Technical Support Specialist - Genesys WFM**We are seeking an experienced senior technical support specialist to join our team and provide expert-level technical support to our Genesys Cloud Workforce Management (WFM) users. This role involves troubleshooting complex software issues, collaborating with technical teams, and ensuring the stability and...

  • Technical Support Professional

    5 days ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    The successful candidate will have 3+ years of experience in a technical support role, preferably in a Managed Service Provider environment. They will be responsible for providing advanced technical support to clients, addressing complex hardware, software, and network issues.

  • Technical Support Professional

    3 days ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    Technical support is a vital function in ensuring the seamless operation of software solutions. As a Technical Support Specialist, you will play a crucial role in providing top-tier technical support to clients, helping them navigate features and functions of our supported software.Key Responsibilities:Provide exceptional support and troubleshooting for...

  • Highly Skilled Technical Support Professional

    3 days ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    **Technical Support Professional - Workforce Management**We are seeking a highly skilled technical support professional to ensure the stability, integrity, and optimal performance of the Genesys Cloud Workforce Management (WFM) system. This role is responsible for providing day-to-day technical support to WFM users, troubleshooting software bugs, and...

  • Technical Support Professional

    7 days ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    IT Support Engineer Job Summary:This role is ideal for a highly motivated and organized individual who is passionate about providing exceptional technical support. As an IT Support Engineer, you will be responsible for providing technical assistance to staff, resolving logged errors in a timely manner, and monitoring hardware, software, and system...