Senior Resolution Specialist

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Job Title: Senior Resolution Specialist (Individual contributor)
Department & Team: CSS
Job Reports to: Head of Resolution Management
Location: Sao Paulo, Brazil
Genesys is currently recruiting for a Senior Resolution Specialist, LATAM.
In this role, you will be a member of the Resolution Management team in the Product Support Organization.
The purpose of the Resolution Management team is to continuously improve the overall customer experience during critical moments.
In this position, you will be responsible for managing and resolving complex escalated customer issues, playing a critical role in ensuring that escalations are resolved quickly and effectively, minimizing their impact on business operations and customer satisfaction.
This role works with all levels of customer organizations tailoring the messaging to meet the needs of various stakeholders within all levels of the organizations.
Duties/Responsibilities:
- The primary focus will be to drive the resolution of Product Support case escalations to ensure that Genesys is represented in the most positive manner at all times
- Management and facilitation of critical product issues for the LATAM region
- Assess and evaluate the criticality of the issue, including the business impact, ensuring handling as a critical escalation is warranted.
- Communicating and facilitating meetings with internal and external stakeholders to triage the issue further
- Establish a regular meeting cadence with the customer/partner reporting on the status, timelines,and action plan.
- Leading and managing executive engagement with customers and partners through significant critical issues
- Assemble and lead a cross-functional virtual team, spanning Customer Success & Services, Product Management, CTO, and Sales, to manage the resolution of highly critical issues.
- Monitor, report, and provide status updates on critical escalations to internal and external stakeholders.
- Follow incident response plans and procedures to ensure that incidents are handled in a consistent and effective manner.
- Monitor and report on incident resolution progress and ensure service level agreements (SLAs) are met.
- Monitor and manage communications (sometimes public, sensitive, and large scale) during incidents.
- You will take part in an on-call roster as necessary to provide escalation coverage outside of standard business hours and be available after hours for emergencies
- Thinking beyond the boundaries of existing industry standard practices to devise process improvements and new ways to deliver better experiences
- Identifying opportunities for process improvements and working with cross-functional teams to implement changes.
- Proactively engaging Customer Success Managers and Account Managers on escalated accounts to further advise customers/partners on actions that can be taken to mitigate issues in the future and to improve their overall experience with Genesys.
- Provide and deliver educational information on Product Support processes, practices, and methodologies for internal and external stakeholders to ensure they are successfully followed.
- Ability to manage, plan, coordinate, and prioritize multiple issues at any one time from initial escalation through resolution
- Ability to effectively manage issue resolution, providing the customer with an empathetic level of care and support
- Able to influence and drive the required assistance cross-functionally to manage resolution in an effective and timely manner
- Ability to organize, lead and manage virtual teams of resources assigned to drive issue resolution
- Relevant experience managing customer-facing technical teams in a fast-paced and dynamic environment; must be knowledgeable about technical support best practices.
- Proven experience managing escalations within a Technical Support environment
- Highly motivated with a strong commitment to ongoing best-in-class performance
- Strong customer and partner focus and credibility; ability to engage at senior management and C-level
- Excellent English and Spanish written and verbal communication skills; presentation skills; ability to effectively communicate complex situations at all levels inside and outside the organization
- Negotiation and conflict management: the ability to build consensus, trust, and relationships with internal and external stakeholders
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries.
Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale.
With Genesys, organizations have the power to deliver proactive, predictive, and hyp