Technical Support Specialist for Genesys WFM

5 days ago

Lahore, Punjab, Pakistan beBeeGenesys Full time 800,000 - 1,500,000

Job Title: Technical Support Specialist for Genesys WFM

Are you a detail-oriented and technically skilled professional looking to join our team as a Technical Support Specialist for Genesys WFM? We are seeking a highly motivated individual with strong communication skills, a proactive mindset, and the ability to troubleshoot and resolve technical issues efficiently.

Responsibilities:

  • Provide day-to-day technical support to Genesys Cloud WFM users ensuring their queries are resolved in a timely and efficient manner.
  • 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 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:

  • 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).

Preferred Attributes:

  • 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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