Associate Technical Support Engineer

Summary

Join NICE, a global leader in software solutions, and become a key player in ensuring the smooth operation of our software for customer contact centers. This crucial role involves quickly resolving technical issues, mitigating financial risks for clients, and enhancing customer satisfaction. You will leverage your advanced technical expertise to provide advanced support, mentor colleagues, and drive process improvements. The position demands strong analytical and problem-solving skills, excellent communication, and the ability to collaborate effectively within a fast-paced environment. NICE offers a hybrid work model (NICE-FLEX) with flexibility between office and remote work, along with numerous opportunities for professional growth within a dynamic and innovative company.

Requirements

• Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required
• 5+ years' technical customer service experience, preferably in technical support
• Minimum 3 years advanced knowledge of technologies including SaaS, telecommunications, networking, scripting, and relational databases
• Excellent technical, analytical, and problem-solving skills in complex, multi-platform environments
• Superior written and verbal communication skills, with an assertive, articulate, and friendly approach
• Effective time management and multitasking abilities in interrupt-driven environments
• Proven ability to resolve escalated customer problems using internal and external resources
• Strong collaboration skills, able to communicate effectively across various company teams and adapt to a fast-paced, agile environment

Responsibilities

• Demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area
• Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution
• Exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders
• Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment
• Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues
• Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues
• Proactively manage cases based on severity and priority, collaborate with internal stakeholders, maintain KCS certification, and provide training and support to colleagues in real time

Benefits

• 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
• 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