Designated Support Engineer

Summary

Join NICE, a global leader in customer experience, financial crime fighting, and public safety, as a Global Designated Support Engineer (DSE). In this role, you will provide technical assistance to resolve end-user connectivity issues with NICE's suite of products. You will troubleshoot and diagnose escalated customer issues, acting in a consultative manner to find mutually beneficial solutions. You will also coordinate with internal departments to ensure a positive customer experience and a product that meets their needs. This position requires strong technical skills, excellent communication abilities, and the ability to work effectively in a fast-paced environment.

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
• 7+ 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
• Excellent communication skills – written and verbal and 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)

Responsibilities

• Work tickets via a web-based ticketing system, email, voice, or chat
• When working tickets: 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
• Escalates incidents when necessary
• Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
• Opens and monitors incidents created with 3rd party providers
• Pulls and analyzes logs for troubleshooting for contacts, applications, etc
• Reads and analyzes network diagrams
• Regularly works flexible schedule and on-call services
• Effectively and professionally communicates with internal and external customers

Preferred Qualifications

• 3+ years in a technical support role in software or telecommunications environment
• IP Telephony/ Telecommunications experience
• Experience in a telephony/telecommunications
• Dialer knowledge and Workforce Management experience
• Web Services and API knowledge and understanding of conceptual use
• Competent in database and SQL concepts

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
• Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere