NICE Associate Technical Support Engineer 

Philippines, Manila 

186885636

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.

Individual Contributor