Position Description: We are looking for a Senior Technical Support Engineer for our Recording Solutions. Candidates will work supporting large complex enterprise software clients; have server, SQL, network background and excellent problem-solving skills
This position may require the ability to work a flexible shift, including later hours, 10am - 7pm CT.
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
Strong Account Management skills
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 in order 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.
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