Junior Technical Support Engineer

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Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Evergreen requisition:

Note:

By submitting your resume you will be considered for similar upcoming opportunities in Genesys. When a job opens that fits your background, we will reach out and provide you with further details.

Product Support Associate

Kickstart your Career in Tech Support

Are you a curious problem solver who loves helping others? Join our Product Support team at Genesys
, where you’ll learn cutting‑edge customer experience technology and make an impact from day one. You’ll work with a supportive team that values collaboration, learning, and a bit of fun along the way! As a member of our Product Support team in Switzerland, you will be working with different Genesys platforms and products. Our customers contact us by phone, chat, email, or video, and you'll identify the issue and find the solution to the problem.

While this is primarily a day shift role, you'll participate in an on‑call rotation. You won't be in this alone. We are a team that helps each other and likes to have fun too.

Location:

This role is open in Switzerland only; applicants must be based in Switzerland.

Please note that candidates are required to submit their résumés in English.

What you’ll bring to the table:
To be successful in this role, you'll need strong written and verbal communication skills to connect with customers and work with your team. You also need to have patience. Remember, they aren't calling us because the software is working correctly. We look for people who are always willing to learn new things and take on new challenges. No prior technical support experience is required – we'll train you on what you need to know.

• Interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.
• Provide accurate and helpful technical solutions to user problems and questions.
• Escalate issues to subject matter experts when needed.
• Document details of issues, steps taken, follow‑up conversations, escalations, and resolution in our case management system.
• Create and add to knowledge‑base articles, troubleshooting guides, FAQs, and other support collateral.
• Stay up‑to‑date with all current and new Genesys products and features.
• Participate in an on‑call roster to provide support coverage for urgent issues outside of standard business hours.

• Basic technical aptitude and enthusiasm for learning technical concepts.
• Strong written and verbal communication skills.
• Ability to explain technical information clearly to customers.
• Customer‑focused mindset and problem‑solving attitude.
• Willigness to participate in on‑call rotation after training.

• Ability to work in a fast‑paced team environment and meet strict timelines.
• Passion for customer satisfaction; strive to solve issues on the first try.
• Ability to take complex information and present it clearly and concisely.

• Familiarity with basic networking concepts, web technologies, or contact center operations.
• Previous customer service experience in any field.
• Technical coursework or certification in IT, computer science, or related areas.

If a Genesys employee referred you, please use the link they sent you to apply.

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