Senior Technical Support Professional

6 days ago

Lahore, Punjab, Pakistan beBeeTechnical Full time $90,000 - $120,000
Job Description

Our organization seeks a skilled and experienced Senior Technical Support Specialist to oversee the stability, integrity, and optimal performance of our Genesys Cloud Workforce Management (WFM) system.

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

The ideal candidate will possess strong communication skills, a proactive mindset, and the ability to troubleshoot and resolve technical issues efficiently.

Responsibilities
  • Provide technical support to WFM users.
  • Work collaboratively 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 data accuracy and consistency in 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.
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 preferred.
  • Relevant Certification in Genesys is desired.
  • Advanced troubleshooting and technical support skills.
  • Excellent written and verbal communication skills.
  • High attention to detail and planning skills.
  • Ability to manage tasks independently.
  • Skilled in creating documentation and process guides.
  • Strong analytical mindset and technical aptitude.
Attributes
  • Self-starter with a proactive approach.
  • Comfortable in a dynamic support environment.
  • Ability to multitask and prioritize effectively.
Language Requirements

Fluent English language skills, both written and verbal.

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