NICE Systems, Inc.
Technical Support Engineer III (Finance)
You exemplify providing professional business-to-business customer service, with awareness of the critical nature of these solutions to our customers who are using them. A TSE III is the most expert technical resource on our team, and exemplifies using best practices in troubleshooting, communication and problem resolution. You ensure that any reported problems as well as anticipated issues in your area of expertise are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.
As a subject matter expert, you will lead internal and cross-functional collaboration efforts and drive proper engagement and resolution on the toughest issues. You will train and mentor other TSEs; their success will reflect your influence. You identify broader issues in your specialty and develop and execute plans to correct them. This may include systemic and chronic issues, process inadequacies, software design and usability problems, training needs and any other item that reduces success of co-workers and customers. You will model excellence in all facets of your work and help other TSEs to be successful by mentoring and coaching.
You will be an advisor to company leadership in creatively moving us to higher levels of achievement and success. You will handle the most critical escalations, provide backup for leadership and actively share insight and feedback on technical and operational issues.
Major Functions/Responsibility