Service Desk Analyst (Remote)

Service Desk Analyst | Connect Centric | UnitedStates

Service Desk Analyst | Connect Centric | United States

At Connect Centric, we are more than just consultants—we are partners committed to our clients’ success. We take a hands-on approach, working closely with our clients to transform strategies into measurable, real-world outcomes. As a strategy execution team, we take full ownership of every project from start to finish, ensuring that our clients see tangible results, not just ideas. Our work is grounded in heart, empathy, and accountability, and we recognize that each client is unique. Together, we achieve the goals that matter most by tailoring our approach to meet the specific needs of every organization we partner with.

Key Responsibilities:

Technical Support & Troubleshooting: 565% of time

Leverage 1+ years of hands-on experience with Genesys Cloud CX to provide specialized support for customers
Promptly respond to inbound support requests via phone, email, or ticketing system within 30 minutesfor non-emergencies and within 15minutes for critical issues
Provide Tier I troubleshooting support to customers, ensuring timely and effective resolution of their queries
Gather detailed information from customers to accurately assess and understand their technical issues
Escalate complex issues to Tier II technicians or relevant teams while maintaining ownership of the customer’s case until resolution
Follow established procedures and workflows to track, prioritize, and document support requests in the ticketing system
Maintain up-to-date knowledge of Genesys Cloud CX product features, functionality, and troubleshooting techniques
Identify recurring issues specific to Genesys Cloud CX and report patterns or trends to help improve service delivery

Customer Relationship Management: 15% of time

Respond to data calls and provide necessary information or insights in a timely manner
Exemplify a friendly, patient, and above-and-beyond approach to customer service, ensuring customer satisfaction and building strong relationships
Collaborate effectively with other team members to share knowledge and improve overall support quality

Documentation & Reporting: 10% of time

Create detailed reports documenting recurring issues, trends, or patterns to assist in identifying and resolving common problems
Prepare support metrics and performance data for review by leadership to drive process improvements
Respond to data calls as required to meet contract SLAs

Other Duties as Assigned: 10% of time

We are looking for someone who is comfortable taking on a variety of tasks as needed. Flexibility, adaptability, and a willingness to step outside your comfort zone are essential for success in this role. One day you may be troubleshooting technical issues, and the next, collaborating on a process improvement initiative.

Qualifications:

Minimum 1+ years of hands-on experience with Genesys Cloud CXis required
Proven experience in a Tier I help desk or technical support role, with a track record of providing excellent customer service
Strong verbal and written communication skills with the ability to explain technical concepts in a user-friendly manner
Proficiency with ticketing systems and basic troubleshooting tools
Familiarity with IT and networking concepts
Strong organizational skills and attention to detail
Ability to work in a fast-paced environment and handle multiple priorities effectively
Team-oriented attitude with a proactive, problem-solving mindset

Preferred Qualifications: