Make experiences flow.
Senior Designated Support Engineer
Location
United States
Posted
2 days ago
Salary
Not specified
Job Description
Role Description
The Senior DSE 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 mutually beneficial solutions for customers
- Coordinating with internal departments to provide collaborative solutions
- Ensuring a positive experience for NiCE customers
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.
A typical day might include the following:
- 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
- Escalate incidents when necessary
- Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
- Open and monitor incidents created with 3rd party providers
- Pull and analyze logs for troubleshooting for contacts, applications, etc.
- Read and analyze network diagrams
- Regularly work flexible schedule and on-call services
- Effectively and professionally communicate with internal and external customers
Qualifications
- Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required
- 6+ years of 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 are essential
- Excellent communication skills – written and verbal
- 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)
Requirements
- 4+ years in a technical support role in software or telecommunications environment (bonus experience)
- IP Telephony/Telecommunications experience
- Experience in telephony/telecommunications
- Dialer knowledge and Workforce Management experience
- Web Services and API knowledge and understanding of conceptual use
- Competent in database and SQL concepts
Company Description
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.
Job 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
- 6+ years of 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 are essential
- Excellent communication skills – written and verbal
- 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)
- 4+ years in a technical support role in software or telecommunications environment (bonus experience)
- IP Telephony/Telecommunications experience
- Experience in telephony/telecommunications
- Dialer knowledge and Workforce Management experience
- Web Services and API knowledge and understanding of conceptual use
- Competent in database and SQL concepts
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