Remote Associate Technical Support Engineer

Summary

Join NICE and challenge your limits as an Associate Technical Support Engineer (ATSE), providing friendly and effective technical support to customers via various channels, while developing expertise in core technologies and collaborating with team members to ensure timely assistance.

Requirements

• Requires an associate degree or working towards a bachelor’s degree in computer science, Business Information Systems, Networking, or similar field, or equivalent experience
• Minimum 2 years' experience in technical support, specifically supporting Internet Service Providers, networks, or Business Software
• Proficient in at least one technology area such as Contact center software, Telecommunications, Computer Networking, Programming, or Integrations
• Strong technical skills encompassing various technologies including protocols, databases, APIs, scripting, and browser software
• Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
• Familiarity with CRM software like Salesforce
• Exceptional written and verbal communication skills, adept at capturing details fluently during conversations while maintaining assertiveness and friendliness
• Effective time management and multitasking abilities in dynamic, interrupt-driven environments
• Demonstrated ability to work both independently and collaboratively in fast-paced settings, with adaptability and strong problem-solving skills

Responsibilities

• Develop expertise in our core technologies and additional specialty areas, striving to enhance skills continuously
• Provide friendly and effective technical support to customers via various channels, ensuring their confidence in our assistance
• Actively listen to customers, asking relevant questions, and appropriately challenging them to ensure thorough issue understanding
• Take ownership of each assigned incident from start to resolution, providing timely updates and maintaining communication throughout the process
• Collaborate with customers to determine the severity and priority of each issue, adhering to SLA targets for resolution
• Focus on root cause correction to prevent issue recurrence, proactively pulling challenging cases to sharpen skills
• Create and update knowledge base articles using KCS methodology, contributing to the collective knowledge of the team
• Continuously develop industry knowledge, identify and report software issues, maintain consistent performance, and avoid escalation through effective communication and resource engagement

Benefits

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