Hybrid Contact Center Support Engineer I

at Kaplan Test Prep

• Job title: Contact Center Support Engineer I
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Bengaluru, India

About the role

• Technical Support Engineer providing Tier 1 support for Genesys Cloud users via voice, chat, email, and sms. Logging, tracking, and resolving issues while collaborating with other support teams for customer satisfaction.

Responsibilities

• Provide Tier 1 support for Genesys Cloud users using voice, chat, email, sms, workitems, and others, by responding to inbound support requests
• Log, track, and resolve issues within the Genesys Cloud system, documenting all customer interactions and technical details accurately
• Identify, troubleshoot, and resolve common system-related issues such as call routing failures, voice quality problems, agent connectivity issues, and platform functionality errors
• Guide users through basic system configurations such as adjusting user profiles, managing queues, and troubleshooting routing configurations
• Record and document each interaction, issue resolution, and technical details within the support ticketing system
• Collaborate with other support teams, technical engineers, and vendors to resolve complex issues that cannot be addressed at the agent level
• Ensure adherence to established service level agreements (SLAs) for issue resolution and customer satisfaction
• Manage and execute daily check process to ensure service availability

Requirements

• 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
• 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
• Experience reading application logs

Benefits

• 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