Product Support Associate
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI‑powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. While we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Kickstart your Career in Tech Support
Are you a curious problem solver who loves helping others? Join our Product Support team at Genesys where you’ll learn cutting‑edge customer experience technology and make an impact from day one. You’ll work with a supportive team that values collaboration, learning and a bit of fun along the way!
As a member of our Product Support team in Switzerland you will work with different Genesys platforms and products. Our customers contact us by phone, chat, email or video and you’ll identify the issue and find the solution to the problem. While this is primarily a day shift role you’ll participate in an on‑call rotation. You won’t be in this alone – we are a team that helps each other and likes to have fun too.
What you’ll bring to the table:
* Strong written and verbal communication skills to connect with customers and work with your team.
* Patience – remembering our customers reach out because the software is not working correctly.
* Willingness to learn new things and take on new challenges.
* Enthusiasm for learning technical concepts; no prior technical support experience required – we will train you.
Some details about what you will do:
* Interact with Genesys customers using our case management system, phone, email, chat and/or shared screen sessions.
* Serve as the customer’s contact for providing accurate and helpful technical solutions to user problems and questions.
* Call on Subject Matter Experts when you need to elevate an issue.
* Update and document the details of the issues, the steps you took to solve them, follow‑up conversations, escalations and resolution in our case management system.
* Help create and add to knowledge‑base articles, troubleshooting guides, FAQs and other support collateral.
* Stay up to date with all the current & new Genesys products and features.
* Take part in an on‑call roster to provide support coverage for urgent issues outside of standard business hours.
Minimum Requirements:
* Basic technical aptitude and enthusiasm for learning technical concepts.
* Strong written and verbal communication skills.
* Ability to explain technical information clearly to customers.
* Customer‑focused mindset and problem‑solving attitude.
* Must be located in Switzerland.
* Willingness to participate in on‑call rotation after training.
Skills & Interests:
* Comfortable working in a fast‑paced team environment under pressure to meet strict timelines.
* Passion for customer satisfaction; striving to solve customer issues on the first try.
* Ability to take complex information and present it in a clear, concise manner and explain further if required.
Nice to have (but not required):
* Some familiarity with basic networking concepts, web technologies or contact center operations.
* Previous customer service experience in any field.
* Technical coursework or certification in IT, computer science or related areas.
About Genesys:
Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI‑Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.
Reasonable Accommodations:
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Genesys is an equal‑opportunity employer committed to fairness 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.
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