Job Description
For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.
Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students lives.
The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.
As part of the Contact Center Engineering team, the Contact Center Support Engineer I, will have daily responsibility as the first line of technical support for users of the Genesys Cloud platform. You'll work closely with customers to diagnose, troubleshoot, and resolve issues related to voice, chat, email, and integrations within the Genesys Cloud environment. Therefore, Genesys Cloud Certification is preferred.
The person in this role will monitor, troubleshoot, and respond to support tickets, provide timely updates, and collaborate with internal teams to ensure customer satisfaction. Your role is critical in maintaining high service levels and improving the overall customer experience with the Genesys Cloud suite.
Key Responsibilities:
- Customer Support: Provide Tier 1 support for Genesys Cloud users using voice, chat, email, sms, workitems, and others, by responding to inbound support requests.
- Incident Management: Log, track, and resolve issues within the Genesys Cloud system, documenting all customer interactions and technical details accurately. Prioritize and escalate issues as needed to ensure efficient resolution and minimize impact on business operations.
- System Troubleshooting: Identify, troubleshoot, and resolve common system-related issues such as call routing failures, voice quality problems, agent connectivity issues, and platform functionality errors. Provide solutions for issues related to omnichannel communication (voice, chat, email, etc.) and integrations within the Genesys Cloud environment.
- Configuration Assistance: Guide users through basic system configurations such as adjusting user profiles, managing queues, and troubleshooting routing configurations.
- Reporting and Documentation: Record and document each interaction, issue resolution, and technical details within the support ticketing system. Generate basic reports or insights related to system health, performance, and service delivery metrics for internal use or management review.
- Collaboration and Communication: Collaborate with other support teams, technical engineers, and vendors to resolve complex issues that cannot be addressed at the agent level. Participate in meetings, providing feedback or insights on system issues and user concerns.
- Quality Assurance: Ensure adherence to established service level agreements (SLAs) for issue resolution and customer satisfaction. Follow documented procedures and contribute to maintaining the quality standards for customer interactions. Manage and execute daily check process to ensure service availability.
- Hybrid Schedule: 3 days remote / 2 days in office
- 30-day notification period preferred
Minimum Qualifications:
- Bachelor's Degree or equivalent experience
- Genesys Cloud certifications or strong Genesys Cloud platform troubleshooting - Admin Role
- 2+ years related experience in a Technical Support or related role
- Experience working on agile teams that release at least every two weeks
- Working Hours: US Eastern Timezone
- Strong problem-solving skills and ability to troubleshoot complex contact center issues independently.
- Experience using or supporting the Genesys Cloud platform, with knowledge of features like call routing, IVR (Interactive Voice Response), call reporting, and agent management.
- Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical end-users effectively.
- Strong attention to detail and outstanding analytical and problem-solving skills.
- Solve problems of considerable scope and complexity
- Work closely with other support and application engineers to bring resolution to contact center technology issues.
- Experience reading application logs.
- Able to work independently and as part of a team
- Follow processes, collaborate with business units, and maintain a positive attitude.
- Exceptional communication and interpersonal skills for effective cross-functional collaboration.
Preferred Qualifications:
- Experience with Enterprise CRM systems, such as Salesforce
- Working knowledge of Contact Center Technology practices and solutions, for instance Genesys CTI or Genesys Cloud.
- Working Knowledge of SQL
- Experience with Enterprise ticketing systems such as ServiceNow
