I have almost 15 years of work experience in Technical Support and customer service.
Experience
Genesys Cloud Services
Feb 2023 – May 2025
Cubao
Senior Technical Support Engineer
• Provides technical assistance to our customers' technical support and IT
staff who managed our suite of contact center software solutions via phone, online, chat, and email. •Provides subject matter expertise in our core technologies, ACD/IVR, Workforce Management, Screen Recording, Analytics, CXone Quality
Management, Reporting, Dialer, Co browse, Co pilot, AI •Acts as Assistant Manager when the Team manager is out. Act as a point of
contact, manages the team, and assist with their HR/payroll/
Training/Attendance/ Schedule issues. •Handles escalation from our Technical Support Engineer and resolves issues
as quickly as possible. •Use tools to pull and effectively analyze logs, traces, packet captures, etc. to
determine root cause of issues. •Reads and analyzes network and other technical diagrams to aid in problem
diagnosis and resolution. •Provides timely, articulate, effective and substantive updates via our incident
management system (Salesforce), and JIRA ensuring that all details of case
work are captured into case notes for each incident. Ensures that these
details are given to the customer in regular cadence throughout the
resolution process. •Identifies, documents, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of
and are addressing customer expectations. • has knowledge in Studio scripting and API integration
