• Genesys Support Specialist - Call Center Technology

    Job Location US-Remote Work From Home
    Posted Date 2 weeks ago(1/9/2020 1:14 PM)
    ID
    2020-1887
    Department
    Workforce Management
    # of Openings
    1
    Type
    Regular Full-Time
  • Overview

    Ovation Travel Group is an independently owned, $1.3 billion travel company with experienced travel professionals in more than 30 locations throughout the US and UK, and operating in 100+ countries. With over 660 employees, Ovation provides business travel services, bespoke luxury travel experiences and meeting and special events planning for over 700 corporate clients and over 200,000 travelers. For over 35 years, Ovation has provided seamless, cost-effective travel solutions to individual travelers and professional organizations in such industries as finance, law, technology, biotech, advertising, entertainment, consulting and other professional services firms.

    Ovation Travel Group is seeking a Genesys Support Specialist to join our growing Workforce Management team.

    The Genesys Support Specialist will be someone who is experienced in investigating, identifying and creating solutions within Genesys PureEngage. This position will support Ovation’s goals through accurate and creative solutions to user issues, reporting and analysis, maintaining the sandbox environment, and testing applications to enhance the quality and efficiency of the Travel Consultants. The Genesys Support Specialist will also be responsible for assisting with Genesys Support Tickets. This individual must be able to work with minimal instruction and oversight, and be able to manage delivery of high quality outputs in a dynamic work environment with overlapping deadlines and tight time constraints.

     

    *This is a full-time staff role, and is elligable for our comprhensive benefits package*  

    Qualifications

    • Required: Technical experience with contact center software products such as Genesys, Cisco, Avaya, Aspect: Phone, Email, Chat, WFM, Info Mart/Interactive Insights, QM
    • Strong knowledge of contact center operations, including phone, email, etc. (5 years preferred)
    • Experience with Genesys PureEngage Premise is ideal
    • 2+ years of software technical support and/or development, or other related experience is a plus
    • Operating systems: Windows 10, Windows server 2012
    • Familiarity with support ticket tracking systems
    • Two year Associate’s degree required, four year Bachelor’s degree preferred.  Highly experienced individuals with a High School diploma, or equivalent, will be considered
    • Microsoft Office Skills
    • Strong analytical and troubleshooting skills with a focus on attention to detail
    • Must be able to diagnose and solve problems with varying complexity, using multiple tools and systems
    • Strong decision making skills and the ability to understand the consequences of decisions on the operation as a whole
    • Ability to handle multiple projects and tasks, prioritize and organize effectively
    • Ability to analyze and interpret data, and advise others that have less experience with analytics
    • Ability to communicate orally and in writing in a clear and straightforward manner
    • Team player; willingness to help in all other aspects of work, including those outside of core responsibility
    • Strong work ethic, with ability to work independently to see multiple projects through to completion on time while maintaining a high level of quality
    • Thrive working in a fast-paced dynamic environment
    • Ability to comprehend and apply new technology
    • Some travel will be required
    • Shift may vary based on business needs


      EOE

      MFDV

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