Support Analyst

4 days ago
Job Description

Key Responsibilities:

  • Responsible for end user support of the Genesys Cloud environment.
  • Deliver excellent customer service to resolve customer issues, questions, or concerns regarding the Genesys Cloud platform.
  • Document user support request in our ServiceNow helpdesk software.
  • Ability to implement moves, adds, and changes within Genesys Cloud.
  • Work with our Genesys Cloud support partner to escalate and resolve individual or system wide issues in a timely manner.
  • Configure monitoring to proactively detect and alert on Genesys Cloud issues and errors.

Required Qualifications
  • 2 or more years in a role supporting a CcaaS or CaaS platform.
  • Experience troubleshooting Windows desktop issues
  • Strong English communication, problem solving and analytical skills
  • Bachelor's Degree in related field or equivalent work experience

Desired Qualifications
  • Genesys Cloud support experience.
  • Genesys Cloud certifications.
  • Knowledge of contact center technology and terminology.
  • Knowledge of voice technologies like SIP and WebRTC.
  • Knowledge of e-mail, chat, and SMS technologies.
  • Experience in supporting capabilities for Omni-Channel - queuing, routing, IVR, call recording, speech analytics, workforce management, chat and voicebots

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.


Cardinal Health, Inc. is an American multinational health care services company, and the 14th highest revenue generating company in the United States. Its headquarters are in Dublin, Ohio and Dublin, Ireland (EMEA). The company specializes in the distribution of pharmaceuticals and medical products, serving more than 100,000 locations. The company also manufactures medical and surgical products, including gloves, surgical apparel, and fluid management products. In addition, it operates one of the largest network of radiopharmacies in the U.S. Cardinal Health provides medical products to over 75 percent of hospitals in the United States.

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