Associate Technical Support Engineer

Product Support Associate Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. What you’ll bring to the table To be successful in this role you’ll need strong written and verbal communication skills to connect with customers and work with your team. You also need to have patience. Remember they aren’t calling us because the software is working correctly. We look for people who are always willing to learn new things and take on new challenges. No prior technical support experience is required – we will train you on what you need to know. What you will do Interact with Genesys customers using our case management system (phone, email, chat and/or shared screen sessions) Be the customer’s contact for providing accurate and helpful technical solutions to user problems and questions Call on Subject Matter Experts when you need to elevate an issue Update and document the details of the issues, the steps you took to solve them, follow‑up conversations, escalations and resolution in our case management system Help create and add to knowledge‑base articles, troubleshooting guides, FAQs and other support collateral Stay up to date with all current and new Genesys products and features Take part in an on‑call roster to provide support coverage for urgent issues outside of standard business hours Minimum Requirements Basic technical aptitude and enthusiasm for learning technical concepts Strong written and verbal communication skills Ability to explain technical information clearly to customers Customer‑focused mindset and problem‑solving attitude Must be located in Switzerland Willingness to participate in on‑call rotation after training Additional Skills and Interests Comfortable working in a fast‑paced team environment; able to operate under pressure and meet strict timelines Passion for customer satisfaction; team strives to solve customers’ issues on the first try Ability to take complex information and present it in a clear, concise manner and explain it further if required Nice to Have (but not required) Some familiarity with basic networking concepts, web technologies or contact center operations Previous customer service experience in any field Technical coursework or certification in IT, computer science or related areas Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [contact email]. You can expect a response within 24–48 hours. To help us provide the best support click the email link above to open a pre‑filled message and complete the requested information before sending. If you have any questions please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodations, such as application follow‑ups or resume submissions, may not receive a response. EEO Statement Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. #J-18808-Ljbffr