Technical Support Specialist
3 weeks ago
We're seeking ambitious professionals who set high standards and execute beyond them. As a Technical Support Specialist, you will provide technical assistance on applications to resolve end-user's connectivity issues with the NICE suite of products.
Duties include:
- Troubleshooting and diagnosing escalated customer issues in a consultative fashion
- Coordinating with internal departments to provide a collaborative solution that leaves NICE customers with a positive experience and meets their needs
A typical day includes:
- Work tickets via a web-based ticketing system, email, voice, or chat
- Validate 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
Elevate 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.
As a Technical Support Specialist, you will work flexible schedule and on-call services, effectively and professionally communicate with internal and external customers.
The ideal candidate will have:
- 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 essential
- Excellent communication skills - written and verbal, ability to handle all interactions with internal and external clients with professionalism
Bonus experience includes 4+ years in a technical support role in software or telecommunications environment, IP Telephony/Telecommunications experience, and Web Services and API knowledge.
NICE Ltd. 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.
NICE is known as an innovation powerhouse that excels in AI, cloud, and digital, consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE offers a competitive salary range of $80,000-$110,000 per year, depending on experience.
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Le Pontet, Provence-Alpes-Côte d'Azur, United States NICE Full timeWe are seeking a skilled Technical Support Specialist to join our team at NICE Ltd., a leading provider of software solutions for delivering extraordinary customer experiences.As a Technical Support Specialist, you will play a critical role in providing technical assistance to customers experiencing connectivity issues with the NICE suite of products.Your...
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