Associate Technical Support Engineer

NICE•Sandy, UT

18d•Hybrid

About The Position

The Associate Technical Support Engineer (TSE) is a frontline support engineer and provides technical assistance to our customers' technical support and IT staff who support our suite of contact center software solutions. Our solutions utilize complex technologies, and the associated issues require deep technical knowledge and excellent problem-solving skills to resolve.

Requirements

Associate degree or currently working towards a bachelor's degree in Computer Science, Business Information Systems, Networking or similar field, or equivalent work experience required.
2+ years' work experience in a technical support capacity supporting Internet Service Providers, networks, and/or Business Software
2+ years' experience working with and knowledge in at least one of these technologies: Contact center software, Telecommunications, Computer Networking, Programming and Integrations. Specific technologies include but are not limited to:
ACD/IVR, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, etc.
SONUS, WebRTC, SIP, LCR, VBR, PSTN, VoIP, Dedicated circuits (T1, DS3, MPLS, etc.), Dialer best practices, PBX, Carrier interactions, OC-X, 1+ and toll-free services
Ethernet hardware, load balancers, proxies, firewalls routers, gateways. Protocols including but not limited to TCP/IP, HTTP, HTTPS, FTP, SFTP, RTP, VPNs, DNS, SMTP, UDP, TCP, IP, and ARP
Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API's, Scripting Logic Development, Log based fault isolation,
C based languages, XML, JSON, etc. Browser software including IE, Chrome and developer tools
CRM software such as Salesforce
Strong technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)

Responsibilities

Develop subject matter expertise in our core technologies, and at least one other technology specialty
Provide technical support to customers via phone, online, chat, and email
Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders
Ability to actively listen, ask relevant questions and challenge customers appropriately
Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution
Provide timely, articulate, effective and substantive updates via our incident management system, ensuring that all details of case work are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process
Reach agreement with the customer on the severity and priority of each issue, ensuring that it is properly set in the case throughout the resolution process
Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)
Other duties as assigned

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