Telecommunications Support Specialist – Genesys

Descripción de la oferta

Published: July 4, 2016

Location
Barcelona, Spain

Job Type
Full-time

Category
Customer Services

Description

eDreams ODIGEO ( www.edreamsodigeo.com) is the largest online distributor of flights in the world (measured in terms of sales) and one of Europe’s largest e-commerce businesses. Under its five brands (eDreams, GO Voyages, Opodo, Travellink and liligo), it offers the best deals on regularly-scheduled flights, charters, low-cost airlines, hotels, cruises, car rentals, vacation packages, travel insurance and stays of varying length to more than 16 million customers all over the world. Present in forty-four countries, the company employs more than 1,700 professionals.

We are actively looking for a Telecommunications Support Specialist (GENESYS) to join our Customer Services team in Barcelona, Spain. The Telecommunications Support Specialist (GENESYS) will be supporting the various tools used by the agents in the contact centres. This support will be from a usability perspective, looking at set-up and configuration within the tools and their functionality. You will work closely with the Customer Services Central Team, but also the Customer Services contact centres, external suppliers and IT department.

The main tasks of this role are:

·  Gain a good understanding of how the different main agent tools work, mainly Genesys phone system, Eptica email system, UNO (inhouse call centre tool) and RTI (process guidance software), by becoming an expert user;
·  Complete in a timely manner requests coming from projects and “business as usual” for changes or new set-ups and configuration, such as users, templates, workflows, IVR flows or messages;
·  Provide information and share knowledge to users and importantly the central team about the various systems, their features and functionality;
·  Provide support to troubleshoot production issues;
·  Perform testing on the various tools as and when required.

Perfil buscado

The requirements of this role are:

·  IT degree, or minimum 3 year proven equivalent experience;
·  Proven experience with GENESYS framework is essential;
·  Solid working understanding of contact centre technology including PBX, IVR, ACD, CTI, skill based routing, Workforce Optimisation, Web Chat, Email management, Callback;
·  Experience in supporting mission-critical 24x7 production applications;
·  Good knowledge of telecom principles and terminology;
·  Trouble-shooting skills;
·  Flexibility and a “can do” approach to complete tasks on time;
·  Ability to work using own initiative and as a member of a team;
·  Ability to work effectively under pressure and to deadlines;
·  Good organizational, communications, analytical and problem solving skills;
·  Fluent English, Spanish beneficial.