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Genesys Conferencing is a leading Software as a Service provider of conferencing and collaboration services to thousands of organizations worldwide, including more than half of the Fortune Global 500. Our services are designed to meet the full range of communication needs within large enterprises, from collaborative team meetings to high-profile online events.

Our flagship and award winning service, Genesys Meeting Center is an on demand online multimedia platform that integrates voice, web and video conferencing features. This service allows users to manage all aspects of an on-line meeting via the web, deliver presentations virtually, and share any document or application in real-time.

With offices in 24 countries and three R&D centers across North America, Europe and Asia Pacific, Genesys offers an unmatched global presence and strong local support. Genesys Conferencing is publicly traded on Euronext in France (ISIN FR0004270270).

1. Work in conjunction with first level support teams located in a number of world-wide locations, and Technical Account Managers to provide support for our product
2. Diagnose and troubleshoot escalated customer issues related to web browser, firewall, proxy server as well as other internet related technical issues
3. Liaise with Telecom teams to investigate customer issues with TLM (audio conferencing bridge software) and VRP (Voice Recording Platform)
4. Work with customer’s IT group to validate and recommend firewall and proxy server settings that control Internet traffic
5. Liaise with R&D and System Engineering in regards to product recommendations and to test new updates and enhancements
6. Provide specialized support to strategic customer accounts
7. Provide and maintain excellent level of customer response
8. Ability to work flexible hours or be “on-call” for remote support requests
9. Provide technical training on support related issues to other internal departments
10. Participate in troubleshooting teams made up of members from different departments to work with customers on solving issues.

1. Strong technical understanding of Genesys’ product portfolio and internal systems – GEDI, TDB, VRP, GVE and Salesforce.com
2. Experience with audio bridges and bridge technology
3. Strong understanding of Proxies, Firewalls, TCP/IP Networking and troubleshooting, Windows/ Windows Networking environments and Web Browsers
4. Experienced in investigating and diagnosing latency/connectivity issues using Ping and trace route techniques at the DOS level.
5. Knowledgeable in client/server applications and web servers.
6. Experienced in HTML, VBScript and Javascript coding
7. Experienced with audio editing programs and editing Microsoft Advanced Systems Format files
8. Working knowledge of Unix and use of VI Editor, FTP and telnet programs
9. Knowledgeable in presentation software such as PowerPoint and Adobe Photoshop.
10. Familiarity with customer tracking systems and call logging
11. Strong customer service orientation and ability to work independently or in a team environment
12. Effective written and oral English communication skills.
13. Ability to handle a large volume of requests quickly and courteously with proper client follow-up.
14. Highly energetic and responsible self-starter requiring minimal supervision
15. Sales or training experience is a plus.
    

1. Undergraduate degree in Computer Science required
2. 2+ years in a Help Desk environment or pre-sales technical support for internet software products is preferred