Technical Support Engineer

United StatesRemotemid

Technical Support EngineerCustomer

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Overview

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them.

Technical Tools

Technical Support EngineerCustomer

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Technical Support Engineer – Recording Solutions – Broward County, Florida

Responsibilities:

Interfacing with large priority customer accounts
Work with various NiCE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
Conduct 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

Participate in knowledge transfer activities as required
Work in accordance with NiCE support process, procedures, contractual SLA’s
Document 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

Qualifications / Education:

Bachelor's degree in computer science / Software Engineering (or similar)
Experience as IT (Network and system) that worked on Server issues mainly
Network troubleshooting skills (working with different tools)
Supporting VOIP telephony systems such as Avaya or Cisco
Experience in customer support serving global customers.

1-3 years' experience

Personal attributes

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

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.