Associate Technical Support Engineer

Summary

Join NICE, a global leader in innovative software solutions, as an Associate Technical Support Engineer. You will provide frontline technical assistance to customers using our contact center software, utilizing your expertise in various technologies. This role demands deep technical knowledge, excellent problem-solving skills, and strong communication abilities. You will develop subject matter expertise in our core technologies and at least one other specialty. You will be responsible for managing customer incidents from report to resolution, ensuring timely updates and adherence to SLAs. This position offers a hybrid work model (NICE-FLEX) with a blend of remote and in-office work.

Requirements

• Associate degree or currently working towards a bachelor's degree in Computer Science, Business Information Systems, Networking or similar field, or equivalent work experience required
• 2+ years' work experience in a technical support capacity supporting Internet Service Providers, networks, and/or Business Software
• 2+ years' experience working with and knowledge in at least one of these technologies: Contact center software, Telecommunications, Computer Networking, Programming and Integrations
• Strong technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
• Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
• Specific technologies include but are not limited to: ACD/IVR, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, etc
• SONUS, WebRTC, SIP, LCR, VBR, PSTN, VoIP, Dedicated circuits (T1, DS3, MPLS, etc.), Dialer best practices, PBX, Carrier interactions, OC-X, 1+ and toll-free services
• Ethernet hardware, load balancers, proxies, firewalls routers, gateways. Protocols including but not limited to TCP/IP, HTTP, HTTPS, FTP, SFTP, RTP, VPNs, DNS, SMTP, UDP, TCP, IP, and ARP
• Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API's, Scripting Logic Development, Log based fault isolation
• C based languages, XML, JSON, etc. Browser software including IE, Chrome and developer tools
• CRM software such as Salesforce

Responsibilities

• Develop subject matter expertise in our core technologies, and at least one other technology specialty
• Provide technical support to customers via phone, online, chat, and email
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders
• Ability to actively listen, ask relevant questions and challenge customers appropriately
• Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution
• Provide timely, articulate, effective and substantive updates via our incident management system, ensuring that all details of case work are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process
• Reach agreement with the customer on the severity and priority of each issue, ensuring that it is properly set in the case throughout the resolution process
• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)
• Other duties as assigned

Benefits

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