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| Job Location | Birstall, Batley |
| Education | Not Mentioned |
| Salary | 12,000 - 15,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
To provide technical support to external customers who utilise cloud contact centre solutions and various adjuncts provided by CC360.Key Tasks Respond to, monitor and update incidents in a timely manner within SLA, owning each incident up to resolution, including with 3rd party provider. Implement changes relating to the Genesys Cloud telephony system in line with the Change procedures and processes. Set up, test and implement new Genesys Cloud-related call centre systems Troubleshoot Genesys-related user issues Work closely with 3rd party providers and monitor/manage all escalations, providing regular updates to end-users and key operational staff. Utilise strong attention to detail to resolve telephony-related incidents. User and phone number maintenance to be completed regularly within Genesys, keeping track of all changes and user amendments made using the ticket logging tool. Proactively monitor requests and systems and act accordingly to fix issues before they become major incidents. Perform routine maintenance on yours and the teams open Incidents and Service Requests, ensuring that escalations are chased and tickets are updated regularly within SLA. Act on advice provided by 3rd party provider in event of escalation. Employ customer-focused communication techniques, both written and verbal, in the handling of all requests and face to face communications.Requirements and prospectsDesired skills
Keyskills :
Customer ServiceTechnical SupportTroubleshooting