Technical Support Specialist

6 days ago

Lahore, Punjab, Pakistan beBeeTechnical Full time $40,000 - $80,000
Job Description\

This role is responsible for ensuring the stability, integrity, and optimal performance of the Genesys Cloud Workforce Management (WFM) system. You will provide day-to-day technical support to WFM users across the business, troubleshoot issues, and collaborate with technical teams to ensure smooth operation of scheduling, forecasting, and adherence functionalities.

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

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Responsibilities

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  • \
  • Provide technical support to WFM users.\
  • Work cross-functionally with WFM teams and technical departments to resolve 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.
\Required Skills and Qualifications\

To be successful in this role, you should possess the following skills and qualifications:

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  • \
  • 1 to 3 years of experience specifically 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 preferred.\
  • Advanced troubleshooting and technical support skills.\
  • Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical stakeholders.\
  • 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.\
  • Strong analytical mindset and technical aptitude for software systems.\
  • Proficiency in Advanced Microsoft Excel (including macros, scripting, and command use)
\Benefits\

This role offers a dynamic work environment with opportunities for professional growth and development.

\Others\

Preferred Attributes:

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  • \
  • Self-starter with a proactive and collaborative approach.\
  • Comfortable in a dynamic, fast-paced support environment.\
  • Ability to multitask and prioritize effectively

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