Service Desk Analyst (Tier I)

At Connect Centric, we are more than just consultants—we are partners committed to our clients' success. We take a hands-on approach, working closely with our clients to transform strategies into measurable, real-world outcomes. As a strategy execution team, we take full ownership of every project from start to finish, ensuring that our clients see tangible results, not just ideas. Our work is grounded in heart, empathy, and accountability, and we recognize that each client is unique. Together, we achieve the goals that matter most by tailoring our approach to meet the specific needs of every organization we partner with.
 

Key Responsibilities:

Technical Support & Troubleshooting: 565% of time

• Leverage 1+ years of hands-on experience with Genesys Cloud CX to provide specialized support for customers.
• Promptly respond to inbound support requests via phone, email, or ticketing system within 30 minutes for non-emergencies and within 15 minutes for critical issues.
• Provide Tier I troubleshooting support to customers, ensuring timely and effective resolution of their queries.
• Gather detailed information from customers to accurately assess and understand their technical issues.
• Escalate complex issues to Tier II technicians or relevant teams while maintaining ownership of the customer’s case until resolution.
• Follow established procedures and workflows to track, prioritize, and document support requests in the ticketing system.
• Maintain up-to-date knowledge of Genesys Cloud CX product features, functionality, and troubleshooting techniques.
• Identify recurring issues specific to Genesys Cloud CX and report patterns or trends to help improve service delivery.

Customer Relationship Management: 15% of time

• Respond to data calls and provide necessary information or insights in a timely manner.
• Exemplify a friendly, patient, and above-and-beyond approach to customer service, ensuring customer satisfaction and building strong relationships.
• Collaborate effectively with other team members to share knowledge and improve overall support quality.

Documentation & Reporting: 10% of time

• Create detailed reports documenting recurring issues, trends, or patterns to assist in identifying and resolving common problems.
• Prepare support metrics and performance data for review by leadership to drive process improvements.
• Respond to data calls as required to meet contract SLAs.

Other Duties as Assigned: 10% of time
We are looking for someone who is comfortable taking on a variety of tasks as needed. Flexibility, adaptability, and a willingness to step outside your comfort zone are essential for success in this role. One day you may be troubleshooting technical issues, and the next, collaborating on a process improvement initiative.

Qualifications:

• Minimum 1+ years of hands-on experience with Genesys Cloud CX is required.
• Proven experience in a Tier I help desk or technical support role, with a track record of providing excellent customer service.
• Strong verbal and written communication skills with the ability to explain technical concepts in a user-friendly manner.
• Proficiency with ticketing systems and basic troubleshooting tools.
• Familiarity with IT and networking concepts.
• Strong organizational skills and attention to detail.
• Ability to work in a fast-paced environment and handle multiple priorities effectively.
• Team-oriented attitude with a proactive, problem-solving mindset.

Preferred Qualifications:

• Experience working in a remote support environment.
• Familiarity with remote troubleshooting tools and methodologies.

US Citizenship Required for this Position: Yes
Performance Location: Remote
Relocation Assistance: No
Clearance Type: Ability to Pass Federal Background Check
Travel Required: None
Work Hours: Monday – Friday, 9:00 AM to 4:00 PM EST
Salary: Dependent on Experience and Applicant Location ($25-$30/hour)