Application Tech Support Practitioner

Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Genesys Cloud CX
Good to have skills : Genesys Contact Center QM
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Tech Support Practitioner, a typical day involves serving as the primary liaison between clients and the application or system. This role focuses on maintaining high-quality service by effectively communicating with clients and internal teams to ensure smooth operation of world-class systems. The practitioner dedicates time to understanding client concerns, accurately identifying issues, and collaborating on designing appropriate solutions. The position requires continuous engagement with stakeholders to uphold system reliability and client satisfaction through proactive support and problem resolution.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Collaborate with cross-functional teams to enhance system performance and client experience.
- Document and share knowledge to support team learning and continuous improvement.
- Assist junior team members by providing guidance and support to foster their professional growth.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Genesys Cloud CX.
- Good To Have Skills: Experience with Genesys Contact Center QM.
- Strong problem-solving abilities related to application support and client issue resolution.
- Excellent communication skills to effectively interact with clients and internal teams.
- Ability to analyze system behavior and contribute to the design of technical solutions.
- Familiarity with customer experience platforms and contact center technologies.

Additional Information:
- The candidate should have minimum 3 years of experience in Genesys Cloud CX.
- This position is based at our BDC14A - STPI location.
- A 15 years full time education is required.