Contact Center Support Engineer I (Hybrid)

Job Title 

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:

• Genesys Cloud certifications or related technical certifications.

• 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

Beyond base salary, our comprehensive total rewards package includes:

Hybrid work model provides a flexible work/life balance
Voluntary Provident Fund is an additional voluntary contribution scheme associated with the statutory Employee Provident Fund (EPF)
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Comprehensive health benefits new hire eligibility starts on day 1 of employment
Generous Paid Time Off includes National holidays(10), Earned leaves(15), sick leave(12), plus one (1) volunteer day to participate and give back to our local communities
Gratuity is applicable upon completion of 5 years as per the Gratuity Act

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.

At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards. The specific compensation offered will be determined by a variety of factors, including but not limited to the candidate's qualifications, relevant experience, education, skills, and market data.

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Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.