Technical Support Engineer, CX

NICE•Atlanta, GA

11d

About The Position

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

Requirements

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)

Nice To Haves

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

Responsibilities

Work tickets via a web-based ticketing system, email, voice, or chat
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