Contact Center - Support Specialist (US Shift)

The Contact Center - Support Specialist plays a vital role in managing day-to-day incident, problem, and change management processes. You'll track issue investigations and resolutions, manage Genesys licensing, troubleshoot technical issues, and create crucial documentation to support clarity and continuity in operations.

To be successful as a Contact Center - Support Specialist, applicants should have over five years of experience in a contact center support environment, especially with the Genesys Cloud CX platform. Proficiency in managing IVR call flows, routing, and other Genesys systems is essential. Strong knowledge of contact center tools and integrations with CRM platforms is also vital.

The Contact Center - Support Specialist enhances customer satisfaction by ensuring efficient issue resolution, optimizing the Genesys system for seamless operations, and developing self-service options that empower customers. By partnering with stakeholders, you also help create user-friendly systems, enhancing the overall customer interaction experience.

Preferred experience includes hands-on proficiency in Genesys Omnichannel and Digital Services, administering and maintaining contact center systems, as well as familiarity with troubleshooting, upgrades, and analytics. Successful candidates will also have experience integrating Genesys with other applications, including CRM systems.

New Contact Center - Support Specialists receive comprehensive training on the Genesys system, processes, and our operational workflows. Additionally, ongoing mentorship and opportunities for knowledge transfer are provided to help you excel in your role and drive innovation within the team.

When discussing your experience with the Genesys Cloud CX platform, highlight specific projects or tasks where you have configured IVR call flows, managed routing, or conducted system troubleshooting. Share examples of how you’ve optimized the system to improve performance.

Showcase your time management skills by describing your approach to prioritizing tasks, such as using a ticketing system for issues, outlining urgent requests, and maintaining a proactive attitude to prevent potential problems from escalating.

Discuss your systematic approach to creating and maintaining technical documentation, such as creating templates for consistency, regularly updating documents for accuracy, and using clear language to ensure all team members can easily understand and access the information.

Explain your structured approach for problem-solving, including identifying the scope of the issue, consulting with team members or support resources, and developing a transparent communication strategy to keep stakeholders informed throughout the resolution process.

Prepare a specific example where you identified inefficiencies within a workflow and implemented changes that improved response times, reduced agent workload, or increased customer satisfaction. Share metrics if available to emphasize the positive impact of your changes.

Highlight the importance of understanding customer needs, analyzing data from previous interactions, and ensuring a user-friendly experience. Discuss how you determine the key features to include while maintaining efficiency and accessibility.

Clarify your knowledge of change control best practices, emphasizing the importance of documenting changes, conducting thorough testing before deployment, and collaborating with stakeholders to minimize risk during implementation.

Illustrate your collaborative skills by sharing experiences where you've worked with cross-functional teams, such as engineering, product, or leadership. Discuss how open communication and flexibility have contributed to project success.

Outline your method for conducting regular health checks, including monitoring system performance metrics, checking for software updates, performing routine maintenance, and addressing any anomalies to ensure optimal functioning of the Genesys platform.

Reflect on your passion for problem-solving and helping customers. Discuss how the dynamic nature of a contact center keeps you engaged and provides opportunities for continuous improvement and learning.