Team Lead, Technical Support @NiCE

Overview

The role of Team Lead, Technical Support at NiCE involves providing advanced technical support to customers, ensuring the effective resolution of issues within their contact centers. This position is vital for minimizing financial risk for customers and enhancing their experience with the company's solutions.

Key Responsibilities

• Demonstrate deep subject matter expertise in core and specialized technologies.
• Provide advanced technical support via multiple channels (phone, online, chat, email).
• Communicate assertively and build confidence among customers and stakeholders.
• Mentor colleagues on communication and troubleshooting techniques.
• Improve procedures and processes for efficiency.
• Ensure cases progress according to Service Level Agreements (SLA).
• Manage incidents and collaborate with internal teams and third-party providers.
• Maintain certification as a Knowledge-Centered Service (KCS) Publisher.
• Document and report software and maintenance issues to appropriate teams.
• Provide training and develop resources for colleagues and customers.
• Handle complex and escalated cases professionally.

Requirements

• 7+ years of experience in a technical customer service role, preferably in technical support.
• Minimum 3 years of knowledge in SaaS, telecommunications, and networking technologies.
• Excellent analytical and problem-solving skills in complex environments.
• Strong communication skills, both written and verbal.
• Time management and multi-tasking abilities in an interrupt-driven environment.
• Proven capability in managing escalated customer issues effectively.
• Experience working with cross-functional teams.
• Understanding of networking technologies and telecommunications architecture.
• Bachelor’s degree in a relevant field or equivalent experience.

Benefits

Details on benefits are not provided in the source.

Location

Remote work in the United Kingdom.

How to Apply

To apply for this position, please submit your application through the company's career page.

Deadline

No application deadline is specified.