Technical Support Engineer @NiCE Ltd.

Overview

NiCE Ltd. is seeking a Technical Support Engineer to provide advanced technical support to customers and improve their experience with the company’s solutions. This remote role requires expertise in core technologies and effective communication skills.

Key Responsibilities

• Provide advanced technical support to customers via multiple channels and analyze logs and traces to determine issues.
• Maintain ownership of communication related to troubleshooting efforts and mentor colleagues in communication and problem-solving skills.
• Improve procedures and processes for greater efficiency and effectiveness.
• Manage assigned cases according to response and resolution targets as stated in Service Level Agreements (SLA).
• Correct root causes of issues and ensure comprehensive problem evaluation to prevent recurrence.
• Develop and update knowledge content and maintain certification as a Knowledge-Centered Service (KCS) Publisher.
• Report issues with software and collaborate with R&D to ensure relevant problems are addressed.
• Provide training and develop resources to assist colleagues and customers in utilizing products effectively.
• Maintain consistent performance on key performance indicators for all levels of support staff.
• De-escalate issues through effective communication and resource engagement.
• Understand networking technologies in the context of company products and provide mentoring as needed.
• Be adaptable to a flexible schedule and provide on-call services as required.

Requirements

• 2+ years’ experience in a technical customer service role, preferably in technical support.
• Advanced knowledge of SaaS, telecommunications, networking technologies, and relational databases.
• Strong technical, analytical, and problem-solving skills in high-pressure environments.
• Excellent verbal and written communication skills.
• Time management skills with the ability to multi-task in an interrupt-driven environment.
• Proven ability to drive escalation problems to resolution.
• Understanding of contact centre business dynamics and market trends.
• Ability to work independently and excel in a fast-paced environment.
• Advantageous to have troubleshooting skills in VoIP and telephony technologies and knowledge of database and SQL concepts.
• Bachelor’s degree in computer science, Business Information Systems, Networking or equivalent work experience.

Benefits

Details about the benefits offered by NiCE Ltd. are not specified in the job description.

Location

Remote - United Kingdom

How to Apply

To apply, please follow the application instructions provided by NiCE.

Deadline

No application deadline is specified.