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Avtex Solutions, LLC Technical Consultant in Detroit, Michigan

divdivLocation: Remote in the US/divdiv/divdivTechnical Consultant/divdiv/divdivThe Technical Consultant provides technical support and assistance to customers to resolve issues within technology platforms and ensure an optimal customer experience. This role involves diagnosis, review of application programming, root cause analysis, and implementing the fix or directing the customer on how to implement the solution. Support may be of a minor or complex nature. The ideal candidate has experience on Genesys PureConnect and/or PureCloud./divdiv/divdiv/div/divdivdivspan class="bold"Responsibilities/spanul class="posting-requirements plain-list"ulliProvides customer support and works closely with Senior Technical Consultants Escalation Managers and the team Manager for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification./liliFirst line for support calls and emergency support calls and handles most call levels./liliDiagnoses reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(s) and other research with team members, vendors and manufacturers. Follows-up, resolves and/or escalates outstanding issues in a timely manner./liliResponds to requests received through, but not limited to, live voice, email, or web./liliCompletes thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required./liliServes as a first line of customer support for hardware, software, and network and/or telephony reported issues and concerns./liliMaintains effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Works collaboratively with all resources (internal or external) necessary to deliver a timely and high-quality result./li/ul/ul/div/divdivdivspan class="bold"Requirements /spanul class="posting-requirements plain-list"ulliMinimum of a High School diploma or equivalent/lili1+ years of technical support experience/liliComprehensive knowledge of Genesys' PureConnect and PureCloud and troubleshooting skills/liliComprehensive knowledge of computer networks, integrations, and Windows Operating systems. May provide basic programming and/or customer configuration recommendations/liliDemonstrated professionalism representing the Company to customers and vendors/liliDemonstrated ability to deliver a high level of customer satisfaction/liliDemonstrated problem solving abilities with attention to detail and thoroughness/liliProficient written and verbal communication skills/liliAbility to work independently and part of a team/liliEffective time management and organizational skills/liliGeneral understanding of system hardware/software workings with ability to identify problems and remedies/liliAbility to adapt quickly to changing technology/liliAbility to accommodate a flexible work schedule to include being on-call and occasional evenings and weekends/li/ul/ul/div/divdivdivWorking at Avtex/divdiv/divdivAt Avtex, we've worked hard to create a culture that promotes teamwork, creativity and an effective balance between work and the life outside of it. We are committed to attracting the best and brightest, retaining the best and brightest and buildi