Junior L1 Genesys Support Engineer

As a Junior Technical Support Engineer for Genesys Cloud-related projects at Miratech, you will be responsible for performing callflows minor updates, upgrades, changes, and timely resolving client's issues following the PST time zone. This role requires you to be a quick learner, customer-focused, patient, and detail-oriented individual who is willing to work in a team environment and develop support services while learning Genesys technology. **Responsibilities:** - Receiving & processing requests per alerts & calls within the defined SLA. - Clarification of incoming requests with customers, ticket creation, and routing of the ticket to the L2 Engineer. - Timely reaction to calls and alerts. - Following support procedures and participating in procedures improvement. - Acknowledging alerts from OpsGenie. - Creating tickets. - Implementing fixes of the L1/L2 level according to pre-defined procedures. **Qualifications:** - Proficiency in Genesys Cloud. - Expertise in troubleshooting issues by analyzing logs and determining root cause. - Experience in Technical Support. - Understanding of SLA principles and the ability to follow SLA requirements. - Attention to detail. - Patience. - Willingness to develop in Support services. - Quick learner. - Team player. - Willingness to learn Genesys technology. At Miratech, you will benefit from: - A Culture of Relentless Performance with a 99% project success rate and over 30% year-over-year revenue growth. - Work From Anywhere Culture providing flexibility with remote work. - Growth Mindset offering professional development opportunities, certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities. - Global Impact by collaborating on impactful projects for top global clients and shaping the future of industries. - Welcoming Multicultural Environment to be part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building events. - Social Sustainability Values focusing on sustainable business practices in IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. All your information will be kept confidential according to EEO guidelines.,