NICE Customer Service Engineer 

Philippines, Manila 

213174941

How will you make an impact?

• Work primarily during customers' core business hours, utilizing phone, chat, email, and screen sharing for customer interaction, with occasional extended hours for critical concerns.
• Ensure customer satisfaction, retention, and reference-ability for assigned accounts by addressing overall concerns, change requests, work orders, and resolving service or billing issues.
• Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, balancing with proactive activities.
• Proactively communicate with each assigned customer on a monthly basis as their named CSE, ensuring they achieve business objectives and success with the solution.
• Collaborate with internal teams (technical support, professional services, product management, engineering) to ensure technical challenges and other issues are handled within SLA targets.
• Develop in-depth knowledge of NICE products and associated technologies, focusing on those employed by assigned accounts.
• Gain expertise and maintain currency in telecommunications, contact center, and related technologies.
• Understand how NICE solutions support a customer's contact center and business needs, including product/service usage, benefits, achievements, opportunities, and next steps for assigned accounts.

Have you got what it takes?

• College education or five (5) years equivalent work experience.
• 5+ years of customer service experience in software.
• Proven ability to work effectively on a team and contribute to the organization's overall success.
• Understanding of contact center business and software.
• Willingness to work night shifts.

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.​

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