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 5 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 systems they rely on. This role requires attentiveness to client needs and a commitment to maintaining the reliability and performance of world-class systems. The practitioner dedicates time to understanding client issues thoroughly, ensuring clear communication, and facilitating effective resolutions. Collaboration with various teams and stakeholders is a key part of the daily routine, ensuring that client concerns are addressed promptly and that system operations continue smoothly and efficiently throughout the day.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with cross-functional teams to ensure seamless integration and support of application systems.
- Mentor junior team members to enhance their technical and problem-solving capabilities.
- Monitor system performance and proactively identify potential issues to minimize client impact.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Genesys Cloud CX.
- Good To Have Skills: Experience with Genesys Contact Center QM.
- Strong troubleshooting skills related to cloud-based contact center technologies.
- Ability to analyze complex system behaviors and provide clear, actionable recommendations.
- Experience in managing client communications and translating technical information into understandable terms.
- Familiarity with application lifecycle management and support processes.

Additional Information:
- The candidate should have minimum 5 years of experience in Genesys Cloud CX.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.