Source Job

• Utilize logical problem-solving to find creative solutions to problems with Genesys Cloud CX.
• Work with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices.
• Work with stakeholders and other technical teams to collect business and technical requirements to design/deliver enterprise-level solutions using Genesys architect and Genesys Scripter.

LoanCare is a leading full-service mortgage loan subservicer, delivering excellence to banks, credit unions, independent mortgage companies, investors, and homeowners. Backed by Fidelity National Financial (NYSE: FNF), it subservices over 1.8 million loans in 50 states.

• Troubleshoot and resolve technical issues for Twilio customers via support tickets.
• Manage high ticket volumes to ensure timely responses and resolution within SLAs.
• Escalate complex incidents to internal teams and collaborate on solutions.

Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. They are dedicated to remote-first work, with a strong culture of connection and global inclusion.

• Manage end-to-end service delivery and operations, both upstream with tier 1 carrier partners and downstream with customers.
• Provide phone and email support to all customers, delivering professional and technical assistance during the provisioning of services.
• Handle escalated trouble tickets by diagnosing and resolving voice and network faults, while mentoring staff to deliver high-quality service.

Bettersource is the leading provider of global staffing and outsourcing solutions to companies in Australia & New Zealand. They offer an unparalleled work culture where output is valued over location.

• Work directly with customers to triage, troubleshoot, and resolve support tickets.
• Provide customer service through multiple engagement channels.
• Create and update documentation and user communications.

Recast Software helps organizations manage and support users and devices. They are a rapidly growing software company with thousands of enterprise organizations using their solution in over 125 countries.

• Configuring and deploying Zoom Contact Center, WFM, QM, and AI solutions in customer environments
• Implement high-complexity projects with multiple dependencies, proactively managing risk and ensuring solution quality through structured testing and validation
• Deliver high-quality software on time

TTEC Digital pioneers engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world.

• Provide engineering remote support diagnoses for external and internal customers.
• Resolve technical issues from end user’s contacts and proactive notification systems.
• Integrate technical knowledge and business understanding to create solutions for customer.

HP is a technology company. They believe that business exists when people work together to accomplish something collectively which they could not accomplish separately. They uphold a zero-tolerance policy towards discrimination and treat everyone with respect.

• Review incoming support requests and evaluate risk, impact, and severity.
• Develop subject matter expertise in our technology.
• Provide technical support to clients via cases and chat.

RainFocus is a software company focused on event management solutions. Their rapidly growing team helps Fortune 500 companies prepare and execute in-person, virtual, and hybrid events, offering groundbreaking business intelligence to elevate attendee experience and streamline event operations.

• Provide intraoperative and non-intraoperative technical phone support to customers and field personnel.
• Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone.
• Drive resolution of all product performance issues until an acceptable solution is identified and implemented.

Intuitive is a global leader in robotic-assisted surgery and minimally invasive care, offering technologies like the da Vinci surgical system and Ion. They are a team of engineers, clinicians, and innovators working to make surgery smarter, safer, and more human, improving outcomes for millions of patients worldwide.

• Design and enhance proactive monitoring capabilities for AWS Amazon Connect CCaaS platforms.
• Collaborate with developers, architects, and platform owners to establish logging standards.
• Troubleshoot and resolve production incidents, performing root cause analysis and implementing preventive measures.

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation. They support digital transformation for some of the world's largest enterprises and retain nearly 1000 full-time professionals with an annual growth rate exceeding 25%.

• Handle escalated support tickets and troubleshoot issues across Microsoft 365, Windows, networking, and end-user systems.
• Own tickets from start to finish in a multi-client MSP environment, documenting fixes and proactively spotting recurring problems.
• Prioritize and manage multiple tickets while maintaining clear communication with clients and internal teams like Tier 1 and Tier 3 support.

This company is a boutique IT recruiting agency specializing in placements for IT consulting companies and managed services providers. It focuses on permanent, full-time positions in a fast-paced, problem-solving environment typical of the MSP sector.

• Assist clients with technical issues via phone, email, and chat, building relationships and finding solutions with exceptional customer service.
• Gain exposure to a wide variety of products and services, assisting clients with hardware, software, peripherals, and specialized dental imaging products.
• Manage routine maintenance and installations for clients throughout the country, providing ongoing user training and self-fix solutions.

Darkhorse Tech provides comprehensive Dental-Specific IT services to clients, including ongoing support, startup projects, expansions, and software & hardware sales. They have over 13 years of experience, service roughly 1400 clients nationwide, and continue to see massive growth while focusing on maintaining unparalleled support.

• Apply a detail-oriented approach to ticket intake, troubleshooting, and documentation.
• Demonstrate an approachable and empathetic demeanor when engaging with end users.
• Practice active listening to fully understand user concerns.

Spreetail helps brands increase their ecommerce market share globally while improving their operational costs. They are a fast-growing ecommerce company that values creative freedom, work-life balance, and meaningful relationships among employees.

• Serve as the first point of contact for inbound technical support calls from existing customers.
• Assist users with software features, system navigation, and general application troubleshooting within Windows environments.
• Document all interactions accurately in the CRM and participate in daily ticket reviews to ensure timely resolution.

The company appears to operate in the software or technology sector, potentially focusing on applications for the healthcare industry. It maintains a collaborative, fast-paced team environment that emphasizes following procedures and service standards.

• Provide positive and professional technical support to Canon customers via phone.
• Analyze complex issues to answer questions, troubleshoot, and advise on solutions.
• Promptly identify, research, and resolve customer inquiries using all available software and network tools.

Canon Information Technology Services, Inc. strives to provide exceptional technical support. Their team is energetic and diverse, offering growth and career development opportunities.

• Lead and mentor a team of up to 10 remote support representatives.
• Own team metrics against SLAs, quality standards, and customer satisfaction (CSAT).
• Oversee day-to-day support operations, including ticketing system management, queue flow, and the creation of standardized operating procedures (SOPs).

Archy is a Series B vertical SaaS solution revolutionizing the dental practice management space. They give dental providers AI agents and software that lets them do what they do best while they handle the more technical sides of running their practice business.

• Respond to customer inquiries in a timely and accurate manner.
• Troubleshoot login issues, account access problems, and subscription questions.
• Clearly explain app functionality in a way that is easy for non-technical users to understand.

Huckleberry builds life-changing products and experiences that help all families unlock everyday magic. More than 5 million families trust Huckleberry and their app to be their partner through parenthood; they are growing quickly and expanding their product offerings to help every family thrive.

• Receiving & processing requests per alerts & calls, within the defined SLA.
• Clarification of the incoming request with Customers, ticket creation and routing of the ticket to L2 Engineer.
• Timely reaction to calls alerts Following support procedures and participation in procedures improvement

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation for some of the world's largest enterprises. They retain nearly 1000 full-time professionals, experiencing an annual growth rate exceeding 25% with a culture of Relentless Performance.

• Lead and mentor a team of Customer Care Representatives, fostering a culture of excellence and continuous improvement.
• Coordinate daily and weekly tasks ensuring efficient operation of customer care activities.
• Analyze customer feedback and service metrics to identify trends, driving initiatives to enhance customer satisfaction.

Universal Audio aims to thrill and inspire music makers worldwide with excellent sound and craftsmanship. They envision becoming a trusted friend and partner to music creators, inspiring them to craft amazing records using UA equipment.

• Serve as the subject matter expert for RingCentral, Twilio, SMS Magic, emerging Microsoft Teams telephony capabilities, and NICE call recording systems.
• Build, maintain, and optimize API integrations between RingCentral, NICE, and other business systems.
• Collaborate closely with Sales, Customer Service, and other business units to understand communication needs and design effective solutions.

BHG Financial provides leading-edge financial solutions to accomplished professionals, small businesses, and institutions. They have firmly established its legacy as a leader in the financial services space with a commitment to the success of their customers, data, analytics, and proprietary modeling.

• Deliver exceptional customer experiences by responding to inquiries via phone, chat, and email.
• Resolve customer issues efficiently across all Rev services, ensuring timely and accurate solutions.
• Educate customers on Rev’s products, features, and best practices.

Rev is a dynamic and innovative AI-powered transcription company committed to understanding the human voice. They embrace bold thinking, welcome diverse perspectives, and give their team the freedom and responsibility to innovate, and every role plays a critical part in shaping the future of speech technology.