Sr. PS Consultant
Published date: 2024/01/10
- Location: Chennai, Tamil Nadu, India
As part of the Custom Application Support Team, the Application Support Senior Analyst/Team Lead’s responsibility will not be limited to troubleshooting, resolution, and communication of customer issues reported to the Genesys Custom Solutions Practice & Expert App team. The team lead will also need to mentor and monitor daily workload of team members and make adjustments to ensure correct procedures are followed to meet defined service level targets.
Primary Role and Duties
Act as a customer liaison handling phone and email support requests, a front-line advocate for the resolution of application issues
Triage, reproduce, and resolve problems using available systems and tools, and recommend potential workarounds for identified defects
Mentor team members on case investigation and provide support to junior resources
Validate and coordinate the work of others on support team
Create Knowledge Base articles, RCA report, and other support related collateral
Identify system and workflow improvements to enhance team’s efficiency
Interface with Custom Solutions’ Subject Matter Experts & Expert App team, when the problem cannot be resolved at frontline support level
Help set the correct problem resolution expectations and provide timely progress reports to the appropriate contacts within our partner and/or customer organizations
Monitor Cloud Application database and perform upgrades with prescribed guidance whenever needed
Participate in a shift roster as necessary
Ability to have flexible work schedule and at times work outside of normal shift hours to accommodate effective communication with stakeholders on Critical cases
Primary Role and Duties
Act as a customer liaison handling phone and email support requests, a front-line advocate for the resolution of application issues
Triage, reproduce, and resolve problems using available systems and tools, and recommend potential workarounds for identified defects
Mentor team members on case investigation and provide support to junior resources
Validate and coordinate the work of others on support team
Create Knowledge Base articles, RCA report, and other support related collateral
Identify system and workflow improvements to enhance team’s efficiency
Interface with Custom Solutions’ Subject Matter Experts & Expert App team, when the problem cannot be resolved at frontline support level
Help set the correct problem resolution expectations and provide timely progress reports to the appropriate contacts within our partner and/or customer organizations
Monitor Cloud Application database and perform upgrades with prescribed guidance whenever needed
Participate in a shift roster as necessary
Ability to have flexible work schedule and at times work outside of normal shift hours to accommodate effective communication with stakeholders on Critical cases
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