Senior Resolution Specialist Jobs

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Genesys is currently recruiting for a Senior Resolution Specialist. In this role, you will be a member of the Resolution Management team in the Product Support Organization. The purpose of the Resolution Management team is to continuously improve the overall customer experience during critical moments. In this position, you will be responsible for managing and resolving complex escalated customer issues, playing a critical role in ensuring that escalations are resolved quickly and effectively, minimizing their impact on business operations and customer satisfaction.

This role works with all levels of customer organizations tailoring the messaging to meet the needs of various stakeholders including C-level decision makers.

Duties/Responsibilities:

• Monitor and report on incident resolution progress and ensure service level agreements (SLAs) are met.
• Monitor, report, and provide status updates on critical escalations to internal and external stakeholders
• Follow incident response plans and procedures to ensure that incidents are handled in a consistent and effective manner.
• Communicating and facilitating meetings with internal and external stakeholders to triage the issue further
• Provide and deliver education information on Product Support processes, practices and methodologies for internal and external stakeholders to ensure they are successfully followed
• Monitor and manage communications (sometimes public, sensitive, and large scale) during incidents
• Leading and managing executive engagement with customers and partners through significant critical issues
• Thinking beyond the boundaries of existing industry standard practices to devise process improvements and new ways to deliver better experiences
• Identifying opportunities for process improvements and working with cross-functional teams to implement changes.
• Management and facilitation of critical product issues
• Proactively engaging Customer Success Managers and Account Managers on escalated accounts to further advise customers/partners on actions that can be taken to mitigate issues in the future and to improve their overall experience with Genesys
• Assess and evaluate the criticality of the issue, including the business impact, ensuring handling as a critical escalation is warranted
• Establish a regular meeting cadence with the customer/partner reporting on the status, timelines and action plan
• Assemble and lead a cross-functional virtual team, spanning Customer Success & Services, Product Management, CTO, and Sales to manage the resolution of highly critical issues.
• You will take part in an on-call roster as necessary, to provide escalation coverage outside of standard business hours and be available after-hours for emergencies
• The primary focus will be to drive resolution of Product Support case escalations to ensure that Genesys is represented in the most positive manner at all times

To succeed in this role, the candidate will need to demonstrate the following skills:

• Ability to effectively manage issue resolution, providing the customer with an empathetic level of care and support
• Proven experience managing escalations within a Technical Support environment
• Relevant experience managing customer-facing technical teams in a fast-paced and dynamic environment; must be knowledgeable about technical support best practices
• Ability to organize, lead and manage virtual teams of resources assigned to drive issue resolution
• Strong customer and partner focus and credibility; ability to engage at senior management and C-level
• Excellent English written and verbal communication skills; presentation skills, ability to effectively communicate complex situations at all levels inside and outside the organization
• Negotiation and conflict management: ability to build consensus, trust, and relationships with internal and external stakeholders
• Able to influence and drive the required assistance cross-functionally to manage resolution in an effective and timely manner
• Highly motivated with strong commitment to ongoing best-in-class performance
• Ability to manage, plan, coordinate, prioritize multiple issues at any one time from initial escalation through resolution

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$61,750.00 - $128,250.00

Benefits:

• Fertility treatments
• Medical, Dental, and Vision Insurance.
• Development and career growth opportunities
• 401(k) matching program
• Adoption Assistance
• Flexible work schedules and work from home opportunities
• Telehealth coverage
• Open Time Off in addition to 10 paid holidays

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.