CX Support Engineer - Contract - Onsite

Recruiter:

HR Genie

Job Ref:

PDG2000483363

Date posted:

Tuesday, February 11, 2025

Location:

Blackheath, South Africa

Salary:

R500 - 565 per hour

SUMMARY:
CX Support Engineer

POSITION INFO:

Our Client a Global Tech firm is seeking a CX Support Engineer – Level 3 to join their team in Cape town on a contract basis. They offer stability, growth, attractive rates and a great working environment.

Role Overview:

Provide Level 3 technical support for GenesysCloud, WebexCloud, SIP, and Avoxi trunks.
Troubleshoot and resolve complex technical issues related to these platforms.
Collaborate with other support engineers and teams to ensure seamless service delivery.
Maintain and update technical documentation and support guides.

Key Responsibilities:

Handle escalated support tickets and provide expert-level troubleshooting.
Work closely with clients to understand their technical requirements and provide tailored solutions.
Monitor system performance and proactively address potential issues.
Conduct regular system audits and implement necessary updates and patches.
Provide training and mentorship to junior support engineers.

Required Skills and Experience:

Extensive experience with GenesysCloud, WebexCloud, SIP, and Avoxi trunks.
Strong problem-solving skills and the ability to work under pressure.
Excellent communication skills, both written and verbal.
Ability to work independently and as part of a team.
Relevant certifications in GenesysCloud and WebexCloud are a plus.

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