Technical Support • Senior

Who you are

You have a strong background in technical support, particularly in troubleshooting connectivity issues for applications. Your experience includes working with VoIP and various telecommunications services, allowing you to effectively diagnose and resolve complex customer problems. You excel in a consultative role, ensuring that solutions are mutually beneficial for both the customer and the company.

You are skilled in using ticketing systems to manage and prioritize customer inquiries, ensuring timely communication and resolution of issues. Your ability to document actions taken in the ticketing system is thorough, allowing for seamless handoffs to specialist groups when necessary. You thrive in a collaborative environment, coordinating with internal departments to enhance the customer experience.

What you'll do

As a Senior Designated Support Engineer, you will be responsible for providing exceptional technical assistance to customers experiencing connectivity issues with the NiCE suite of products. Your day-to-day tasks will involve troubleshooting and diagnosing escalated customer issues, utilizing various communication methods such as email, chat, and voice. You will work tickets via a web-based ticketing system, validating prioritization and monitoring communication to users regarding progress.

You will fix end-user issues that can be resolved on applications and ensure clear and thorough records are maintained in the ticketing system. When necessary, you will escalate incidents to specialist groups, ensuring that complex problems are addressed promptly. Your role will also involve troubleshooting various telecommunications services, including VoIP, T1, DS3, Ethernet, and Toll-Free services, contributing to a positive customer experience.

What we offer

NICE offers a dynamic work environment where you can challenge your limits and grow your career. You will be part of a highly-skilled Technical Support team that is dedicated to providing exceptional client assistance. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives. Join us in making a difference for our customers and be part of a company that is committed to excellence.