NICE Technical Support Engineer 

United States, Georgia, Atlanta 

962164265

How will you make an impact?

• Interfacing with large priority customer accounts
• Working with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
• Maintaining high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
• Conducting thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
• Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
• Participating in knowledge transfer activities as required
• Working in accordance with NICE support process, procedures, contractual SLA’s
• Documenting all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
• Some travel maybe expected to customer sites when required to resolve product issues

Have you got what it takes?

• Bachelor's degree in Computer Science / Software Engineering (or similar)
• 1-3+ years experience
• Experience as IT (Network and system) that worked on Server issues mainly
• Network troubleshooting skills (working with different tools)
• Experience in SQL database management
• Experience in Azure (104 or higher certification preferred)
• Experience with Grafana is a plus
• Experience with ServiceNow is preferred
• Supporting VOIP telephony systems such as Avaya or Cisco
• Experience in customer support serving global customers.
• Excellent English verbal and writing communication skills
• Team player – ability to work well in a close team environment
• Fast learner with ability to educate her/himself on relevant technologies
• Ability to multitask and prioritize work
• Ability to remain focused and calm under pressure
• Ability to travel up to 25%

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational AI solutions.
• Experience/knowledge of the Public Safety sector

Individual