Technical Support Specialist

5 days ago


Sandy, United States NICE Full time

About the Role:

The Senior Designated Support Engineer will provide technical assistance on applications to resolve end-user connectivity issues with the NICE suite of products.

Key Responsibilities:

  • Provide technical support via various communication methods, including email, chat, and voice.
  • Troubleshoot and diagnose escalated customer issues, utilizing a consultative approach to arrive at a mutually beneficial solution.
  • Coordinate with internal departments to provide a collaborative solution that meets customer needs.
  • Work tickets via a web-based ticketing system, validating prioritization and monitoring communication with users.
  • Fix end-user issues that can be resolved on applications, record and route incidents to specialist groups, and provide resolution and recovery of incidents.
  • Keep clear and thorough records in the ticketing system of all actions taken.
  • Escalate incidents when necessary, troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+, and Toll Free services, and open and monitor incidents created with 3rd party providers.
  • Pull and analyze logs for troubleshooting, read and analyze network diagrams, and work flexible schedules and on-call services.
  • Effectively and professionally communicate with internal and external customers.

Requirements:

  • Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience.
  • 6+ years of 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 are required.
  • 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:

  • 4+ years in a technical support role in software or telecommunications environment.
  • IP Telephony/Telecommunications experience.
  • Experience in a telephony/telecommunications environment.
  • 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 is a global leader in software products used by 25,000+ businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime, and ensure public safety.

NICE is proud to be an equal opportunity employer, committed to diversity and inclusion in the workplace.



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