Application Support Specialist

arvato UK
Slough, UK
18 May 2019
23 May 2019
Contract Type
Full Time
Company description:

Bertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the broadcaster RTL Group, the trade book publisher Penguin Random House, the magazine publisher Gruner + Jahr, the music company BMG, the service provider Arvato, the Bertelsmann Printing Group, the Bertelsmann Education Group, and Bertelsmann Investments, an international network of funds. The company has 117,000 employees and generated revenues of €17.1 billion in the 2015 financial year. Bertelsmann stands for creativity and entrepreneurship. This combination promotes first-class media content and innovative service solutions that inspire customers around the world

Job description:

Application Support Specialist (Genesys)

Based in Slough

Salary up to £37,000 (dependent on experience) including bonus & benefits

We have an exciting new role within Arvato and we are looking for an Application Support Specialist, preferably with some experience with Genesys PureConnect. The role will involve being the application owner of the PureConnect solution and ensure the 365 x 24 x 7 running of the application.

The successful candidate will have previous IT/Telephony support experience and be comfortable in application support. The role will be responsible for identifying resolutions to ongoing problems and highlighting improvements to the current support model. This role will work very closely with the Service Desk and Infrastructure teams, the candidate must be comfortable pushing other teams for assistance when required for resolution. Accountability is key. This role will also work very closely with the Problem Manage to ensure problems are resolved and tracked

Primary Accountabilities and Deliverables: Experience and personal attributes:

Key Responsibilities

Provide support of all voice technologies in use by our contact centres and clients, carrying out request fulfilment, troubleshooting and fault resolution tasks, and supplier escalations ensuring all faults/requests are logged, managed and resolved or escalated effectively in line with SLA's.
Must have a thorough practical appreciation of ITIL Service & Support processes.
Primary contact for technical support and development of Genesys PureConnect application
Accountable for incident resolution on all PureConnect major incidents
Manage the vendor Genesys to ensure timely resolution of tickets to SLA
User account Administration for PureConnect, including business manager call recording
Understanding of Windows Server, Active Directory and Networking technologies
Working closely with the 3rd line support team who maintain the infrastructure.
24x7 standby support for major incidents (allowance paid)
Work with Architects on a project to move to a cloud-based solution
Strong Customer Service Skills, effective in working with customers at all levels
Knowledge of using SQL queries and XML coding would be advantageous but not essential


Ability to effectively communicate technical concepts, both verbally and in writing to non-technical staff members
Experience of a High Priority Incident Process
Understanding of Platform as a Service
Basic understanding of Service Level Agreements #Basic Understanding of ITIL Processes
Experience working on technical streams in a project framework
You need to be authorised to work in the United Kingdom to apply for this role we don't offer sponsorship.


Experience with IVR Management & Experience with API
High availability of the PureConnect Service, monitor through reports
Following training - Successful certification on all Genesys product

Desirable but not essential

ITIL V3 Foundation
Genesys PureConnect (CCA & CCP Certificate)
Genesys Recorder & Genesys Analyser & Multi-Channel

Closing Date is 14th June 2019

Seeked profile:

Arvato is a trusted business outsourcing partner to the private and public sectors. We have long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients.

We design, deliver and differentiate customer service on behalf of some of the world's most respected brands. Arvato CRM Solutions has approximately 45,000 people at more than 100 customer service centres in 27 countries speaking 35 languages. It is a part of Arvato, the world's third largest business process outsourcing (BPO) provider that provides customer services, supply chain solutions, financial services, and IT solutions, and has total revenues of €3.8 billion (FY2016). Arvato is a division of Bertelsmann.

We are driven by technology, differentiated by experience, and powered by people. We are an equal opportunities employer, embracing diversity in the workplace.

Company: Bertelsmann SE & Co. KGaA - IT Services Corporate

Country: United Kingdom

State/Region: Slough

City: Slough

Postal Code: Sl1 3TN

Job ID: 35722

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