Job description
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.
So, what’s the role all about?
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.
How will you make an impact?
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
Have you got what it takes?
- 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)
What’s in it for you?
Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
Enjoy NICE-FLEX!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
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.
