• Provide end-user support for Genesys products and services: Ensure timely and accurate resolution of requests by utilizing Genesys systems/tools through CS Operations and the Global Help Desk. Responsibilities include:
  • Managing customer disputes by identifying root causes and collaborating cross-functionally to ensure successful and timely resolution.
  • Triaging and responding to billing and customer account inquiries.
• Deliver an exceptional customer experience: Fulfill our commitment to empathetic, timely care while meeting or exceeding Customer Success Operations support KPIs and SLAs.
• Collaborate cross-functionally: Work with teams such as Order Management, Licensing, and Onboarding to achieve shared objectives and drive successful business outcomes.
• Produce and maintain documentation: Create and manage high-quality documentation to support internal processes and customer interactions.
• Drive process improvements: Analyze operational workflows and customer feedback to identify opportunities for process improvements that enhance efficiency and the overall customer experience.
• Contribute to automation initiatives: Collaborate with the CS Operations and Automation team to identify opportunities for automation that can streamline internal processes and reduce manual tasks, leading to greater operational efficiency.
• Act as a subject matter expert (SME): Serve as a key resource for other teams within the organization, providing guidance and expertise on the internal tools, processes, and best practices related to CS Internal Operations & Automation.
• Escalate complex issues when necessary: Act as a point of escalation for unresolved or complex customer issues, ensuring that they are handled with the appropriate level of urgency and attention.
• Maintain up-to-date knowledge of products and services: Stay informed about the latest updates to Genesys products and services, as well as internal tools and processes, to provide accurate and informed support to customer-facing teams.
• Support daily operations: Assist with various tasks related to the day-to-day operations of the Customer Success Operations team as needed.

• Exceptional customer care skills: Proven ability to accurately identify and interpret customer needs, delivering solutions with empathy and understanding.
• Knowledge of the customer lifecycle: Understanding of Saa S product related services and processes is optimal.
• Strong interpersonal and communication abilities: Excellent written, verbal, and listening skills, with the ability to interact effectively with customers and collaborate with both technical and management colleagues. Can explain complex processes in a clear, customer-friendly manner.
• Ability to multitask and follow a task-drive system for case management, including prioritization: Demonstrates strong attention to detail while managing multiple tasks and shifting priorities in a dynamic environment.
• Team player: Works well within a team environment to complete tasks efficiently and collaboratively, contributing to the overall success of the organization.
• Sound judgment in critical situations: Exhibits professionalism and a positive attitude when handling stressful situations, with the ability to assess when escalation is necessary.
• Results-oriented and persistent: Maintains focus on achieving objectives despite challenges, with a strong drive to see tasks through to completion.
• Self-motivated and independent: Capable of managing workload with minimal supervision, demonstrating a strong sense of ownership and accountability for deliverables.
• Experience with support systems: Familiarity with support/help desk procedures and systems; Salesforce experience is required.
• Proficiency in Microsoft Office Suite: utilizing MS Excel and MS Word is required.

• Bachelor's degree in a related area and 2-4 years of related work experience
• Experience using and administering help/support desk systems (Salesforce experience preferred; certification a plus)
• MS Office Suite

• The warmest of welcomes: we will make sure you feel part of the Genesys team from day 1.
• The best of both worlds: the stability of a multinational company and the flexibility and speed of a startup company.
• Keep you in the loop: complete support and transparency from our global and local leaders.
• An A-team: talented and experienced professionals you can grow professionally with and an open & inclusive community.
• Career development: we will support your professional growth because your goals are important to us.
• Flexibility: we are open to candidates being eventually office based in Budapest, remote workers long term or a mix of both, but Hungary based.
• Empathy: your well-being is our priority. You will have extra days off in August and October, and extra time off to volunteer to help a cause close to your heart.
• Cafeteria, health insurance, life insurance, learning center to improve yourself, language courses, gym, vitamin bar, company cafe with our own barista.
• And a fabulous new HQ from near Nyugati Railway Station at Budapest.