Technical Support - Genesys

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Employer: Berg Software
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Timisoara
  • nationwide
    Updated at: 13.10.2017
    Remote work: On-site
    Short company description

    The Berg Computers story began in 1991 when the company opened its doors. Established as a Romanian-German partnership, we are a software services company with a strong background in implementing complex projects for global clients and our Berg Software brand naturally comes to meet our reputation in the software industry.

    Our headquarters is located outside the city, which means that we can completely disconnect from the frantic pulse of the city and work in a relaxed and stress-free environment. We love our tranquil coffee breaks, especially when they happen in our green back yard.

    We are all different, but we work together wonderfully, because our common goal is to deliver first-rate software solutions. We love what we do and we’re always up for a new challenge. That last bit actually also means that we pretty much never say no to a good opportunity to have fun: think Snack Fridays, birthday cakes, team buildings, summer parties and more.

    Requirements

    Required skills:

    • A completed vocational training / study with professional relevance
    • Relevant professional experience, typically in the CC environment - Knowledge in the area of CC Alcatel Lucent and Genesys (certifications)
    • Programming skills, database experience
    • Knowledge and experience in server technologies and operating systems
    • Very good conceptual and analytical skills as well as communication skills
    • High level of teamwork, resilience, self-initiative and a high sense of service
    • Willingness to continue education
    • English language skills spoken and written

    Optional skills:

    • Good German language skills spoken and written
    • Voice Inbound / Framework
    • eService 8.5 / eMail & FAX
    • Genesys Interaction Recording (GIR)
    • Genesys Web Engagement / Also known as Proactive Engagement
    • Genesys Outbound Voice
    • Genesys Workforce Management
    • Genesys Skype for Business
    • Basic Agent / Supervisor / Supervisor Social Media
    • Self-Service / Genesys Voice Plattform
    • Genesys IP Contact Centre Solutions / SIP Server

    Responsibilities

    • Ensuring customer service (hotline support), as well as Second & Third Level Support in the Contact Center (CC) environment
    • Operation of CC manufactured by Alcatel-Lucent and Genesys
    • Fault detection and troubleshooting
    • Development of solutions in cooperation with the customer
    • Adapt system configuration, e.g. Intelligent routing strategies for distributing the media (calls, emails, etc.) to the agents or statistical reports to monitor the utilization of the CC using remote diagnostics and remote access
    • Technical escalation to the manufacturer
    • Collaboration with other technical departments
    • Participation in shift service / call and operational readiness

    Other info

    What we offer:

    • Continuous learning through training and certifications
    • Flexible working hours and attractive working environment
    • Employee benefits, including sport benefits, discount for glasses/contact lenses
    • Attractive salary package and private health insurance
    • Great location with relaxing areas
    • Meal tickets and transport discounts
    • Annual teambuilding and parties
    • Monthly exciting events with and for employees

    Discover our latest openings and apply for your new job right now at careers.berg-computers.com.

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