VOIP Engineer
Infosys Ltd
Total years of experience :2 years, 9 Months
As a Genesys Support Engineer, my main responsibilities are as below:
1. Providing technical support: I am responsible for assisting customers with any technical issues they encounter while using Genesys products and solutions. This includes troubleshooting, resolving problems, and ensuring customer satisfaction.
2. Handling customer inquiries: In this role I need to promptly respond to customer queries through various communication channels such as phone, email, or chat. I have strong communication and customer service skills to effectively address customer concerns.
3. Analyzing and diagnosing issues: I analyze customer-reported problems, gather relevant information, and perform diagnostics to identify the root cause. This may involve working with other support teams or escalating issues to higher levels of support if necessary.
4. Collaborating with internal teams: In this work, I work closely with cross-functional teams such as development, product management, and quality assurance to escalate and resolve customer issues.n.
5. Providing product knowledge and training: Here my role is to assist customers in understanding and effectively utilizing Genesys products by providing documentation, training, and guidance. This helps customers optimize their use of Genesys solutions and achieve their business objectives.
6. Documenting and tracking customer interactions: I have accurately document customer interactions, resolutions, and any additional information which is necessary for reporting and knowledge management purposes. This ensures a comprehensive record of customer issues and facilitates organizational learning.
7. Staying updated on technology advancements: I always update my knowledge of Genesys products, updates, and industry trends to provide the most up-to-date and accurate assistance to customers. I always keep participating in training programs and staying informed through various resources.
8. Contributing to process improvement: In my role, I do tasks to provide insights and suggestions for improving support processes, tools, and documentation.
Overall, as a Genesys Support Engineer, my role is crucial in ensuring customer satisfaction, resolving technical issues, and providing effective support. My strong technical skills, customer service mindset, and ability to collaborate with internal teams will contribute to the success of both customers and the organization.
In my college time I completed training program offered by MNC Zensar Technologies in 3rd year of my bachelor’s. Furthermore, to exemplify the practical implementation of my theoretical knowledge, I engaged in multiple mini-projects and one major project in my final year. In the second year, I worked on a Food Mess Management System, a Machine Learning-based project that predicted the amount of food required to cook, to avert wastage. The prediction was based on attributes like type of dish, and day of the year, resulting in an acquired accuracy of 94%. I used R language to develop the program. In my last academical year me along with my team developed an android application to track the activities of human like running, driving, jumping, etc. Apart from academics, I was actively involved in extracurricular activities at college. Being a class representative, I helped our class win the second prize in cultural activities like dance and drama competitions. I was one of the core team members of the Computer Engineering Student Association, which was a tech fest for our department. I handled the team which managed sponsorships and institute-level project competitions. I also volunteered in different events of Swatch Bharat Abhiyan, organized by the government of India.