Technical Manager, Product Support

* Work a shift covering a North American timezone. The exact timezone may include Eastern Standard Time, Central Standard Time, or Pacific Standard Time.* Provide oversight and leadership to the team.* Learn and understand the needs of team members and ensure that they are set up for success.* Evaluate current practices and propose improvements that will make the team more efficient.* Experimentation: Implement improvement ideas on a small scale to validate their effectiveness.* Daily oversight of staff to ensure the efficiency of work allocation, focus and status.* Gain and maintain a high-level knowledge of all aspects of the Genesys Cloud platform and products.* Provide escalation support and be prepared to work directly with customers in finding a solution to their issues.* Provide team administration and performance reviews.* Support the hiring and on-boarding process for new team members.* Manage team performance to targeted key performance indicators.* Introduce and maintain con...