Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Sr. End User Support Specialist Mexico (remote) Role Overview: Deliver reliable, always-on support that keeps a global workforce productive, while shaping a modern, AI-enabled service desk experience. This role owns critical service desk operations, balancing hands-on technical support with leadership responsibility across a 24/7 environment. You will influence how employees interact with IT through automation, self-service, and intelligent support channels that improve speed, quality, and satisfaction. Partnering across teams, you will drive consistency, operational excellence, and continuous improvement at scale. At Genesys, you contribute to redefining how technology enables employees to do their best work through innovation, empathy, and smart use of AI. Key Responsibilities: - Lead daily service desk operations, ensuring consistent, high-quality support delivery. - Manage shift coverage and resource planning to maintain business continuity across regions. - Monitor ticket queues, workload distribution, and SLA performance to optimize efficiency. - Own escalation management for complex or high-impact issues - Lead major incident response, coordinating cross-functional teams to restore service quickly. - Drive continuous improvement initiatives based on operational insights and trends. - Deliver multi-channel technical support across phone, chat, email, and self-service platforms. - Diagnose and resolve hardware, software, access, and connectivity issues across environments. - Leverage AI tools and automation to improve resolution speed and support experience. - Manage incidents and service requests using ITSM tools such as ServiceNow. - Support user lifecycle processes including provisioning and access management. - Maintain and improve knowledge base content to enhance self-service effectiveness. - Analyze support trends to identify automation and process improvement opportunities. Required Qualifications: - Clear communication skills in English, both written and verbal - 4 to 7 years of experience in IT support, service desk, or helpdesk environments, including leadership responsibilities. - Strong experience with Windows and/or macOS systems - Experience supporting mobile platforms such as iOS and/or Android. - Proficiency with collaboration tools including Microsoft Teams and Zoom - Experience with ITSM platforms: ServiceNow - Hands-on experience with Active Directory and Azure Active Directory - Knowledge of endpoint management tools such as: Intune, Autopilot, or JAMF - Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN - Experience supporting users through digital channels such as chat and self-service portals. - Exposure to AI-assisted support tools, automation, or virtual agents - Strong analytical and problem-solving capabilities - Proven ability to guide operations in a 24/7 global support environment. - Ability to work rotational shifts, including nights, weekends, and holidays. Preferred Qualifications: - ITIL Foundation certification - Experience in team leadership or queue management roles - Exposure to AI or automation in IT operations - Experience improving self-service or digital support adoption. - Familiarity with cloud platforms such as AWS, Azure, or GCP - Basic scripting knowledge in PowerShell or Bash - Familiarity with AI-assisted troubleshooting or prompt-based tools If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Women in Tech – SHaring Experience Hai una passione per la tecnologia? Vuoi scoprire di più sulla carriere in ambito AI&Data? Iscriviti ora al nostro evento, Women in Tech – SHaring Experience online! Quando? Si terrà il 28 Aprile 2026 dalle 15:30 alle 18:00. Per partecipare manda la tua candidatura entro il 23 Aprile. EY Women in Tech La tecnologia mantiene la promessa di un mondo lavorativo migliore, ma meno di un terzo della forza lavoro tecnologica mondiale è costituita da donne. Questo significa che i pregiudizi sono ancora presenti nel nostro futuro e non stiamo sfruttando a pieno il potenziale della tecnologia a beneficio di tutti. Abbiamo un ruolo da svolgere sia nell'educazione, sia nello sviluppo dei futuri leader tecnologici donne. Per ispirare, innovare e potenziare, sostenendo la fine del divario di genere nel mondo della tecnologia. Crediamo che una carriera tecnologica in EY sia un posto stimolante per tutte le menti curiose. Il nostro programma Women in Tech mira, quindi, a sfidare datati pregiudizi su cosa significhi lavorare nel mondo tech grazie ad iniziative entusiasmanti. Di cosa ti occuperai? Durante la giornata avrai l'opportunità di incontrare le nostre inspiring women e gli alleati di Women in Tech, potrai inoltre conoscere e metterti alla prova su tipici esempi di progetti tech. Potrai partecipare sessioni di question e answer ed attività di business game, ma soprattutto, conoscere i modi in cui stiamo usando la tecnologia per aiutare i nostri clienti a risolvere le sfide più difficili. Scopri il lavoro quotidiano in EY come woman in tech e crea un prezioso network di contatti per il tuo futuro. Criteri di ammissione - Curiosità/passione per una carriera nella tecnologia e tematiche STEM; - Studentesse e studenti dei corsi di laurea magistrale/ triennale in materie STEM (informatica, ingegneria) - Buona padronanza della lingua inglese; - Conoscenza del Pacchetto Office Come puoi registrarti: Segui le istruzioni di cui sopra e manda la tua candidatura entro il 23 Aprile 2026! Ti ricordiamo che il numero di partecipanti è limitato. Riceverai una email di convocazione se sarai stata selezionata per partecipare.

The Customer Service Associate Representative provides support to participants, clients, and providers by answering inquiries related to group health benefits and claims payments. The role also includes researching claims, documenting interactions, and assisting team members as needed. Essential Job Functions - Answer telephone calls from plan participants, group contacts, and providers regarding benefits and claims. - Provide clear, accurate, and timely responses to information requests. - Document all calls in Chronolog by summarizing key points of each conversation. - Return messages from designated voicemail boxes. - Read, interpret, and apply plan documents, new amendments, and updates for multiple clients. - Meet with clients as needed to assist with questions about their health benefit plans. - Support team members and cross‑functional partners as requested. - Log faxed claims and enter fax information into Chronolog. - Return misdirected claims to the appropriate provider. - Assist members with navigating the website. - Meet or exceed company standards for quality and production. - Maintain punctual and reliable attendance. - Support claim information research and identification. - Assist with provider record maintenance tasks. - Index claims and correspondence batches. - Complete responsibilities assigned for specific client groups. - Aid in employee training and cross‑training. - Research and prepare refund documentation. Quality Assurance Measurements - Consistently meet or exceed company standards for production, quality, and audit performance. Minimum Education - High school diploma or GED required. Minimum Experience - Basic computer and customer service experience. - Excellent verbal and written communication skills. - Proficiency with PC tools including Windows, Word, and Adobe Acrobat; ability to learn new software. - Minimum typing speed of 45 wpm. - Strong listening skills and attention to detail. - Basic mathematical competency. - High interpersonal skills and the ability to work collaboratively. - Ability to organize and recall large amounts of detailed information. - Capability to read, analyze, and interpret benefit plans, insurance documents, and regulations. - Professional attitude with the ability to project a positive image in all work environments. - Commitment to privacy and confidentiality standards. - Flexibility to work under pressure and meet deadlines. - Strong problem‑solving abilities with professionalism and patience. About Allegiance by Cigna Healthcare Since 1981, Allegiance by Cigna Healthcare has specialized in administering medical benefits, including claims processing, customer service, utilization management, and case management. With a high‑touch approach to member and client service, Allegiance supports some of the nation’s most innovative health benefit strategies. If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. About Cigna Healthcare Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws. If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes. The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. End User Support Specialist Mexico(remote) Role Overview: Deliver reliable, always-on IT support that enables employees worldwide to stay productive, connected, and secure. This role sits at the center of a modern, AI-enabled support ecosystem, combining human expertise with automation to resolve issues quickly and improve the overall employee experience. At Genesys, we are advancing customer and employee experience through AI-driven innovation and empathy, and this position directly contributes to that mission by shaping how support is delivered at scale. You will own the end-to-end resolution of technical issues, influence support efficiency through automation, and help evolve a digital-first service model. Exposure to global operations, enterprise systems, and emerging AI capabilities provides strong opportunities for technical and career growth within a highly collaborative environment. Key Responsibilities: - Deliver 24/7 global technical support through phone, live chat, self-service portals, and digital platforms, ensuring seamless user experience - Diagnose and resolve hardware, software, network, and access issues to minimize downtime and maintain productivity - Drive adoption of self-service tools and digital support channels to improve efficiency and reduce ticket volume - Leverage AI-powered virtual agents and automation tools to accelerate issue resolution and enhance service quality - Validate and refine AI-generated responses to ensure accuracy, relevance, and user satisfaction - Identify and implement automation opportunities that streamline repetitive support tasks and improve scalability - Manage incidents and service requests using ITSM tools such as ServiceNow, ensuring SLA and KPI adherence - Escalate complex technical issues to Tier 2 or Tier 3 teams while maintaining ownership and communication - Administer user accounts, including provisioning, deprovisioning, and access management across systems - Troubleshoot endpoint devices including Windows, macOS, iOS, and Android platforms - Support collaboration technologies such as Microsoft Teams, Zoom, and conferencing systems - Resolve VPN, remote access, and connectivity issues to support distributed workforce operations - Maintain and enhance knowledge base content to improve self-service and AI-assisted support capabilities - Participate in major incident response and contribute to timely communication during outages - Provide insights and feedback to improve AI models, automation workflows, and support processes Required Qualifications: - Technical diploma in IT, Computer Science, or a related field - 2 to 4 years of experience in IT support, service desk, or helpdesk environments - Strong expertise in Windows and macOS operating systems - Experience supporting mobile devices including iOS and Android - Proficiency with collaboration tools such as Microsoft Teams and Zoom - Experience using ITSM platforms, preferably ServiceNow - Hands-on experience with Azure Active Directory and Active Directory - Experience with endpoint management tools such as Intune, Windows Autopilot, or JAMF Pro - Proficiency in Microsoft 365 applications and services - Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity - Experience supporting users through digital channels such as chat and self-service portals - Exposure to AI-assisted support tools such as chatbots or virtual agents - Strong analytical and problem-solving skills, including the ability to assess automated outputs - Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly - Strong customer-focused mindset with a commitment to service quality - Ability to work rotational shifts including nights, weekends, and holidays Preferred Qualifications: - ITIL Foundation certification - Exposure to AI or machine learning applications in IT operations such as AIOps - Experience improving chatbot performance, self-service adoption, or digital support strategies - Familiarity with cloud platforms such as AWS, Azure, or GCP - Basic scripting skills using PowerShell or Bash - Exposure to prompt engineering or AI-assisted troubleshooting tools If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.