• Monitor and track operational performance metrics for fielded equipment • Identify, categorize, and document failure modes, and initiate resolution through appropriate ticketing and escalation processes. • Perform software and firmware updates on equipment deployed in the field. • Conduct diagnostic testing and troubleshooting on equipment in the field. • Perform subassembly-level repairs on fielded systems as required. • Repair returned equipment if feasible • Propose product performance improvements based on data • Support operations in the receipt, triage, and disposition of returned equipment from the field. • Assist with creation and upkeep of user/technical documentation • Assist with training of field service team on new products and updates to existing products. • Generate and circulate periodic performance reports on field equipment • Assist in warranty support involving electronic and mechanical systems • Perform or support troubleshooting, diagnostics, and failure analysis to identify root cause, validate repair approach, and recommend corrective actions. • Proactively identify service, and uptime improvement opportunities based on data and experience.

• Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally. • Troubleshoot all incidents and escalate to higher levels as needed. • Monitor production network environment using a combination of monitoring tools to ensure availability. • Coordinate onsite dispatch of Telecommunication technicians to repair services • Respond to automated alerts from monitoring tools according to procedure. • Use diagnostic tools to ascertain the level and criticality of the problem. • Discover faults and conditions in a proactive manner and diagnose causes where appropriate and resolve expeditiously. • Escalate issues and problems according to procedures and best judgment. • Perform periodic health checks of systems. • Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve. • Diagnose problems and resolve them in an expeditious manner. • Work with Engineers to resolve production problems. • Write thorough trouble ticket notes on production incidents and problems. • May write or revise system documentation and procedures. • May be required to travel (10% for training and other functions)

• Oferecer uma experiência incrível de atendimento ao cliente a fim de identificar os problemas reportados pelos clientes e orientá-los quanto à solução; • Esclarecer dúvidas quanto às funcionalidades do sistema; • Auxiliar em dificuldades de operação do sistema e realizar correções que não envolvam programação.

• Troubleshooting software application issues to determine technical root causes and propose remedies, escalating when necessary. • Owning issues for our highest value customers from initial report to resolution, communicating with customers regularly regarding issue status • Monitoring and steering cases for your assigned client(s) that are being worked by other analysts in other PSGs • Attending and at times, coordinating bi-weekly calls with Genesys’ top enterprise clients to review open Support tickets, aligning on any changes in priority, and providing guidance on the next steps and timing • Collaborate with other key Customer Success & Services team members to align on priority levels • Act as the Genesys Subject Matter Expert during critical technical issues by leading customer call bridges to drive resolution • Own relationships with technical counterparts within enterprise customers’ and partners’ organizations • Ad hoc project work: e.g. working with our Documentation team to create troubleshooting guides • Collaborate with other Support Analysts and Support Engineers to identify high-priority issues and engage the Product Management and Software Engineering teams to implement a resolution