Junior L1 Genesys Support Engineer

We are looking for a Junior Technical Support Engineer for Genesys Cloud-related projects to perform callflows minor updates, upgrades, changes and timely resolve client's issues, following EST time zone for work for full-time and full-remote employment. 
This is a great opportunity for a real quick learner, customer-focused technical individual, patient and attentive to detail person, who is ready to work in a team, willing to develop support services and learn Genesys technology.
This person will possess a demonstrable and successful background in understanding and managing clients’ inquiries, resolving reported issues by performing troubleshooting, and escalating everything else to the remaining tiers in the operating model.

Responsibilities:

• Receiving and processing requests per alerts and calls, within the defined SLA.
• Clarification of the incoming request with the Customers, ticket creation, and routing of the ticket to the L2 Engineer. 
• Timely reaction to calls and alerts.
• Following support procedures and participation in procedures improvement.
• Acknowledging alerts from OpsGenie.
• Creating tickets.
• Implementing fixes of the L1/L2 level according to pre-defined procedures.