Amar Deshpande
Ismart Panache Inc

Namrata Rai
Ismart Panache Inc

Namrata Rai
Ismart Panache Inc

Namrata Rai
Ismart Panache Inc

Namrata Rai
Ismart Panache Inc

Namrata Rai
Ismart Panache Inc

Amar Deshpande
Ismart Panache Inc

Namrata Rai
Ismart Panache Inc

Amar Deshpande
Ismart Panache Inc

Summary of the Position
The Technical Support Lead leads a team of dedicated customer service professionals that is responsible for the technical analysis and resolution of complex issues, and coordinating efforts between the customer and other departments within Genesys. In this crucial function of supporting mission critical contact centre applications, the qualified leader's responsibilities encompass:

The delivery of the highest levels of Customer Service to Genesys' large partner and end-user community;

The achievement of excellent Customer Satisfaction results; and

Managing all of Genesys' technical support operations in Australia.

Responsibilities
In this role, the primary responsibilities will include (but are not limited to):

Develop and implement plans to ensure that the appropriate support services, business processes/metrics, and staffing are in place to meet evolving customer needs and expectations;

Define and build an organisation that excels in Customer Service Delivery, Employee Programs, and Operational Efficiency;

Build and maintain strong relationships with internal departments and external partners to ensure customers receive the highest quality support experience;

Utilise key performance indicators (KPI's) and benchmarks to review progress vis--vis business objectives and to identify areas needing improvement;

Design and implement improvement programs to address gaps identified from KPI measures;

Professionally handle critical customer and executive engagements to ensure that Genesys is represented in the most positive manner at all times;

Recruit, Hire, and Retain top-tier performers;

Foster learning and growth for team members, preparing all staff to handle next-level responsibilities;

Coach and lead teams on setting objectives, project/program planning, and successful execution;

Establish World-Class Escalation Management processes to coordinate cross-functional activities and enable a rapid, cohesive response.

Nitesh Karir
Ismart Panache Inc

The TSE will be part of a team and reporting to the Project Lead. For short period, you may also be placed at the customer's site to gain more insights of the Genesys Technology.

The role comprises of the following responsibilities: Handling Technical Tickets of Genesys customers in Asia Pacific region using Siebel CRM. Asia Pacific comprises of customers from Australia, New Zealand, India, China, Malaysia, Singapore etc.

Learn and support various high end CTI modules of Genesys like: Genesys Framework Layers Genesys Routing Genesys Reporting Genesys Workforce Management Genesys Voice Portal Genesys Outbound Contact Center - Dialer Genesys Inbound Contact Center - ACD. Utilize knowledge of OSs,Programming,Development and Databases etc

Conduct Technical trainings and knowledge Transfer sessions.

Simulating customer problems in the lab or test setup. Interact with the Genesys Engineers in Australia, America and UK.

Timely communications Attend Online Technical and Non-Technical Trainings, Classroom University trainings etc.

Responsible for timely response and resolution of the Service Requests.

Adherence to the Tech Support process and error free Business communication.

Nitesh Karir
Ismart Panache Inc

CTI Routing/Reporting/Implementation Engineer
Seeking CTI Engineers with experience in multi-tenant Contact Centres in a Sun environment.

Candidates should have 2 to 5 years experience in Genesys 6.5 and 7 Framework and routing.

Excellent communication skills.

CTI Reporting Engineer
Seeking CTI Reporting Engineers with experience in Genesys CCA and Hyperion (Brio) in an Oracle and Sun Solaris environment.

Candidates should have 1 to 4 years experience in creating reports from requirements, have very good SQL scripting skills, and a good working knowledge of Oracle 10g in a Sun environment.

Excellent communication skills

Nitesh Karir
Ismart Panache Inc

Seeking internationally recognised CTI Solution Architects with in-depth, specialised knowledge of multi-media routing and integration into large-scale Contact Centres.

Candidates should have several years design experience in large multi-tenant, multi-site centres with an emphasis on Telco-grade resilience.

Key technical skills will include extensive Genesys 6.5 and 7 Framework, routing and integration knowledge in a Siebel, Oracle and Sun Solaris environment.

Excellent communication skills.

Experience in an IP Telephony and Next-Gen Contact Centre environments is desired.

Nitesh Karir
Ismart Panache Inc

Panache is hiring professional having 5+years experience in testing. Proficiency in Manual testing and Automation tools like QTP and Win runner.

Namrata Rai
Ismart Panache Inc

In a professional and customer focused approach, receive and accurately record customer report of faults, support requests, product enhancements and general enquiries in relation to the Greenplum products.

Initial call logging using the CRM tool available (OTRS).
Undertake initial fault analysis and record findings where applicable.

Search knowledge base and provide corrective action where possible.

Assign appropriate priority to call.

Direct call logging information to correct recipient, based upon call type, severity and customer support category.

Provide status of previously recorded logged call.

Monitor recorded call progress in relation to customer support category.

Work with system engineering team, follow their standards and methods.

Anjali Kukreja
Ismart Panache Inc
Phone No: 0124-30396069