Senior Operations Specialist, CS Operations

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. And, 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.

Operations Specialist, CS Internal Operations

Reports to:  Director, CS Internal Operations and Automation

Function/Purpose

We are looking for a customer-focused individual to join our Customer Success Operations team. The Operations Specialist plays a crucial role in ensuring the seamless delivery of our products and services by providing timely, empathetic, and high-quality support to our customer-facing teams. This role requires close collaboration within the CS Ops team and across the organization to identify, resolve, and effectively communicate root causes and resolution paths to key stakeholders. To succeed in this role, you must demonstrate a passion for customer care, strong communication skills, excellent task management, and the drive to complete tasks efficiently and effectively. As part of the CS Internal Operations and Automation team, the Operations Specialist is also responsible for identifying root causes and analyzing processes to drive continuous improvements.

Responsibilities

• 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.

Requirements: Skills & Expertise

• 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 SaaS 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.

Requirement: Education and Work Experience

• 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

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About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

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Genesys is an equal opportunity employer committed to equity 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.