Technical Support Engineer (offline)

Job Description
About the customer
The customer is the world’s leading provider of customer service and contact center software, with more than 4,500 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience.
About the project
Software consist of multiple components, running in client-server architecture, using a variety of protocols, monitoring health check of the whole environment, providing components with access to configuration information that may consists hundreds of thousands of objects, distributed and virtualized, supported on major databases and major platforms.
Our candidate will be responsible for providing technical support for part of the wide list of products.

Responsibilities
As part of the Customer Care Team, the Technical Support Engineer will be responsible for the troubleshooting, resolution, and communication of customer issues reported to Genesys Customer Care.
Resolve technical issues of the Genesys Reporting product suite for Genesys Customers and Partners around the world.
Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration.
Understand how the issue impacts the Genesys solution and request appropriate information to resolve it.
Log and Track issues within our CRM solution including research, customer communication, and updates as the problems are being worked.
Build and maintain test environments/labs for troubleshooting and testing.
Understand and set issue priority based upon urgency and business impact.
Maintain ownership of customer reported issues until resolved.
Manage customer expectations and work within the escalation path when necessary to maintain customer satisfaction.
Close issues with a concise written resolution and root cause analysis when confirmed by customer.
Contribute to the public Genesys knowledgebase.

Qualifications
Networking protocols;
Databases (MSSQL or Oracle + basic SQL);
Operating systems (Linux is preferred);
Spoken English (Intermediate+);
Familiar with CRMs (SAP or Siebel or SalesForce, etc);
Good analytical and troubleshooting skills

Experience in the following areas will be a plus:
Genesys Solutions (Framework & Business Applications Products) is preferred
Understanding of IP Telephony is preferred
Experience in supporting contact center environments (premise or cloud based) is preferred.
Web technologies;
Scripting (bash, python, perl, etc.).
Can handle high stress situations

We offer
Strong career opportunities for professionals
A variety of international projects and mobility across projects
Professional development support
Competitive compensation, advanced bonus systems
20 working days of paid vacations and paid sick leaves
Flexible work schedule with a possibility for teleworking
Corporate health insurance program
Foreign languages classes and communication with native speakers
Corporate mobile service compensation in case there’s business need
Modern and conveniently located offices with good working conditions
Sport room, children room
In-house canteen or kitchen, free fruit
Corporate, social and cultural events

About Miratech

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.
By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. Our culture of Relentless Performance enables over 99% of Miratech’s engagements to succeed by meeting or exceeding scope, schedule and/or budget objectives since our inception in 1989.

Company website:
http://www.miratechgroup.com

DOU company page:
https://jobs.dou.ua/companies/miratech/