Technical Support Engineer, CX

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.

The Technical Support Engineer will provide technical assistance on applications to resolve an end-user's connectivity issues with the NiCE suite of products. Duties of this position will include troubleshooting and diagnosing escalated customer issues acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the NiCE customer with a positive experience and a product that meets their needs. The highly skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods – email, chat, and voice. 

As a Technical Support Engineer, a Typical Day Might Include the Following:

• Work tickets via a web-based ticketing system, email, voice, or chat
• When working tickets:
  • Validate for correct prioritization and monitor communication to users of progress
  • Fix end-user issues that can be resolved on applications
  • Record and route incidents to specialist groups
  • Provide resolution and recovery of incidents 
  • Keep clear and thorough records in the ticketing system of all actions taken
• Escalates incidents when necessary
• Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
• Opens and monitors incidents created with 3rd party providers
• Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
• Reads and analyzes network diagrams
• Regularly works flexible schedule and on-call services
• Effectively and professionally communicates with internal and external customers

To Land This Gig You'll Need:

• Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
• 3-5 years work experience in a customer service field, preferably in a technical capacity
• Excellent technical, troubleshooting and analytical skills
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
• Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
• Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)

Bonus Experience:

• 2+ years in a technical support role in a software or telecommunications environment.
• IP Telephony/ Telecommunications experience
• Experience in a telephony/telecommunications
• Dialer knowledge and Workforce Management experience
• Web Services and API knowledge and understanding of conceptual use
• Competent in database and SQL concepts

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.