Contact Center Support Engineer

Role Overview: For more than 80 years, Kaplan has been a trailblazer in education and professional advancement, operating at the intersection of education and technology. As a Contact Center Support Engineer I, you will play a crucial role in providing technical support for users of the Genesys Cloud platform. Your daily responsibilities will involve diagnosing, troubleshooting, and resolving issues related to voice, chat, email, and integrations within the Genesys Cloud environment. Your contributions will be instrumental in maintaining high service levels and enhancing the overall customer experience with the Genesys Cloud suite. Key Responsibilities: - Customer Support: - Provide Tier 1 support for Genesys Cloud users via voice, chat, email, sms, and other channels 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 necessary. - System Troubleshooting: - Identify and resolve common system-related issues such as call routing failures, voice quality problems, agent connectivity issues, and platform functionality errors. - Configuration Assistance: - Guide users through basic system configurations like 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 related to system health and performance metrics. - Collaboration and Communication: - Collaborate with other support teams, technical engineers, and vendors to address complex issues. Participate in meetings to provide insights on system issues and user concerns. - Quality Assurance: - Ensure adherence to service level agreements for issue resolution and customer satisfaction. Contribute to maintaining quality standards for customer interactions and service delivery. Qualifications Required: - Bachelors Degree or equivalent experience - 2+ years of related experience in a Technical Support or related role - Experience working on agile teams with frequent releases - Genesys Cloud Certification is preferred - Strong problem-solving skills and ability to troubleshoot complex contact center issues independently - Experience reading application logs and troubleshooting conversational bots - Excellent communication and interpersonal skills - Knowledge of Genesys Cloud platform features like call routing, IVR, call reporting, and agent management (Note: Additional details of the company were not provided in the job description) Role Overview: For more than 80 years, Kaplan has been a trailblazer in education and professional advancement, operating at the intersection of education and technology. As a Contact Center Support Engineer I, you will play a crucial role in providing technical support for users of the Genesys Cloud platform. Your daily responsibilities will involve diagnosing, troubleshooting, and resolving issues related to voice, chat, email, and integrations within the Genesys Cloud environment. Your contributions will be instrumental in maintaining high service levels and enhancing the overall customer experience with the Genesys Cloud suite. Key Responsibilities: - Customer Support: - Provide Tier 1 support for Genesys Cloud users via voice, chat, email, sms, and other channels 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 necessary. - System Troubleshooting: - Identify and resolve common system-related issues such as call routing failures, voice quality problems, agent connectivity issues, and platform functionality errors. - Configuration Assistance: - Guide users through basic system configurations like 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 related to system health and performance metrics. - Collaboration and Communication: - Collaborate with other support teams, technical engineers, and vendors to address complex issues. Participate in meetings to provide insights on system issues and user concerns. - Quality Assurance: - Ensure adherence to service level agreements for issue resolution and customer satisfaction. Contribute to maintaining quality standards for customer interactions and service delivery. Qualifications Required: - Bachelors Degree or equivalent experience - 2+ years of related experience in a Technical Support or related role - Experience working on agile teams with frequent releases - Genesys Cloud Certificat