Job Role and Responsibilities:
- Receiving & processing requests per alerts & calls, within the defined SLA.
- Clarification of the incoming request with Customers, ticket creation and routing.
- Following support procedures and participation in procedures improvement.
- Acknowledging alerts and implementing fixes of L1/L2 level according to procedures.
Qualifications and Skills:
- Expertise in troubleshooting, root cause analysis, log review, and issue diagnostics.
- Experience in Technical Support and understanding of SLA principles.
- High attention to detail with a responsible, patient approach to problem-solving.
- Collaborative team player with an eagerness to grow within Support Services.
Opportunity and Work Arrangement:
- This is a full-time, fully remote position following PST time zone.
- It is a great opportunity for a quick learner, customer-focused technical individual.
- The role involves developing support services and learning Genesys technology.
Miratech
Miratech is a global IT services and consulting company that partners with enterprises and startups to support digital transformation. The company is values-driven with a culture of Relentless Performance, operates in over 25 countries with nearly 1000 full-time professionals, and has an annual growth rate exceeding 25%.