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NICE Associate Technical Support Engineer 
Philippines, Manila 
143930395

29.08.2024

How will you make an impact?

  • Develop expertise in our core technologies and additional specialty areas, striving to enhance skills continuously.
  • Provide friendly and effective technical support to customers via various channels, ensuring their confidence in our assistance.
  • Actively listen to customers, asking relevant questions, and appropriately challenging them to ensure thorough issue understanding.
  • Take ownership of each assigned incident from start to resolution, providing timely updates and maintaining communication throughout the process.
  • Collaborate with customers to determine the severity and priority of each issue, adhering to SLA targets for resolution.
  • Focus on root cause correction to prevent issue recurrence, proactively pulling challenging cases to sharpen skills.
  • Create and update knowledge base articles using KCS methodology, contributing to the collective knowledge of the team.
  • Continuously develop industry knowledge, identify and report software issues, maintain consistent performance, and avoid escalation through effective communication and resource engagement.

Have you got what it takes?

  • Requires an associate degree or working towards a bachelor’s degree in computer science, Business Information Systems, Networking, or similar field, or equivalent experience.
  • Minimum 2 years' experience in technical support, specifically supporting Internet Service Providers, networks, or Business Software.
  • Proficient in at least one technology area such as Contact center software, Telecommunications, Computer Networking, Programming, or Integrations.
  • Strong technical skills encompassing various technologies including protocols, databases, APIs, scripting, and browser software.
  • Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
  • Familiarity with CRM software like Salesforce.
  • Exceptional written and verbal communication skills, adept at capturing details fluently during conversations while maintaining assertiveness and friendliness.
  • Effective time management and multitasking abilities in dynamic, interrupt-driven environments.
  • Demonstrated ability to work both independently and collaboratively in fast-paced settings, with adaptability and strong problem-solving skills.

Reporting into:Manager Technical Support

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