Join our team as a Level 3 Support Engineer specializing in GenesysCloud, WebexCloud, SIP, and Avoxi trunks. Provide expert troubleshooting, escalate management, and proactive system maintenance for optimal client service.
We are seeking a highly skilled Level 3 Support Engineer to join our team and take ownership of complex troubleshooting, escalations, and proactive system maintenance. As a key member of our support team, you will work closely with clients, engineers, and cross-functional teams to ensure optimal system performance, seamless service delivery, and top-tier technical support.
Your responsibilities will encompass handling Level 3 escalated support tickets, diagnosing and resolving complex technical issues related to GenesysCloud, WebexCloud, SIP, and Avoxi trunks. You will analyze system logs, identify patterns, and provide quick, effective resolutions to minimize downtime and improve service reliability. You will work directly with clients to understand their technical requirements, implement tailored solutions, and optimize their cloud communication platforms. Proactive monitoring and maintenance will be crucial, involving continuously monitoring system performance, conducting regular audits, and applying necessary patches and updates to ensure a stable and secure environment. You will also maintain up-to-date technical documentation, knowledge bases, and support guides to improve troubleshooting efficiency. Furthermore, you will provide guidance and training to junior support engineers, fostering a culture of knowledge-sharing and continuous improvement.To succeed in this role, you will need proven experience in Level 3 technical support with a strong focus on GenesysCloud, WebexCloud, SIP, and Avoxi trunks. Exceptional troubleshooting skills, the ability to quickly diagnose and resolve complex technical issues, and excellent problem-solving abilities with a proactive approach to identifying and mitigating risks are essential. Strong communication skills, allowing you to articulate complex issues clearly to both technical and non-technical stakeholders, are also crucial. Relevant certifications in GenesysCloud and WebexCloud are a plus
LEVEL 3 SUPPORT GENESYSCLOUD WEBEXCLOUD SIP AVOKI TROUBLESHOOTING ESCALATION MANAGEMENT CLIENT ENGAGEMENT PROACTIVE MONITORING DOCUMENTATION KNOWLEDGE SHARING MENTORSHIP
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Level 3 Support Engineer Required for Cloud Communication PlatformJoin our growing team as a Level 3 Support Engineer specializing in GenesysCloud, WebexCloud, SIP, and Avoxi trunks. You will resolve complex technical issues, ensuring optimal system performance and seamless service delivery for our valued clients.
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