Junior Product Support Engineer

Location: Zürich

Junior Product Support Engineer page is loaded## Junior Product Support Engineer locations:
Zurich, Switzerland time type:
Full time posted on:
Posted Todayjob requisition :
JR109798

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.

You will be a member of our Product Support team in Switzerland, 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.
** 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.
** Some details about what you will do:
*** You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions
* You will be the customer's contact for providing accurate and helpful technical solutions to user problems and questions
* You will call on Subject Matter Experts when you need to escalate an issue
* You will update and document the details of the issues, the steps you took to solve it, follow up conversations, escalations, and resolution in our case management system
* You will help create and add to knowledge-base articles, troubleshooting guides, FAQ's, and other support collateral
* You will need to stay up to date with all the current & new Genesys products and features
* You will take part in an on-call roster to provide support coverage for urgent issues outside of standard business hours
*
* Minimum Requirements:

*** Basic technical aptitude and enthusiasm for learning technical concepts
* Strong written and verbal communication skills in English
* Ability to explain technical information clearly to customers
* Customer-focused mindset and problem-solving attitude
* Location - This role is based in our Zurich office and is expected to be primarily onsite. While this position is office-based, we continue to evolve our ways of working and may consider flexibility over time.
* Willingness to participate in on-call rotation after training
** You also need to be able to show the following skills and interests:
*** You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful
* You must have a passion for customer satisfaction. This team strives to solve our customers' issues on the first try
* You need to be able to take complex information and present it in a clear, concise manner and be able to explain it further if required
** Nice to have (but not required):
*** Some 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
* Fluency in the German language

If a Genesys employee referred you, please use the link they sent you to apply.
** About Genesys:
** Genesys empowers more than 8,000…