NICE Manager Technical Support SaaS 

Philippines, Manila 

216189587

How will you make an impact?

• Manage trouble-tickets for customers encountering challenges with NICE or other Nice technology software products.
• Deliver exceptional customer support via telephone, chat, and email communications.
• Act as a technical liaison for cross-functional departments within Nice.
• Support Technical Support Specialists I and II with advanced troubleshooting.
• Interpret customer requirements and provide appropriate solutions.
• Participate in rotating after-hours "on-call" support.
• Lead and coach a team of Technical Support Specialists.
• Prioritize department activities, manage projects, and oversee recruitment and performance management.

Have you got what it takes?

• Requires a Bachelor’s degree in Computer Science, Business Information Systems, or related field, or equivalent experience.
• Minimum of 6 years in technology-related roles or technical support positions in software, telecommunications, or LAN/WANs.
• At least 1 year in a management-related position.
• Exceptional problem-solving skills and demonstrated technical proficiency.
• Outstanding customer service and communication skills, both verbal and written.
• Strong understanding of TCP/IP fundamentals, ability to multitask, and proficiency in Microsoft Office applications.

You will have an advantage if you also have:

• Advanced TCP/IP experience
• Basic to advanced understanding of telephony
• Solid Voice over IP (VoIP) knowledge/experience focused on SIP signaling Experience in scripting using web services.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​