Senior Designated Support Engineer

Summary

Join NiCE, a leading software company, as a Senior DSE and provide technical assistance to resolve end-user connectivity issues with NICE products. You will troubleshoot and diagnose escalated customer issues, offering consultative solutions and collaborating with internal departments to ensure positive customer experiences. A typical day involves managing tickets through various channels (web, email, voice, chat), validating prioritization, fixing issues, recording incidents, escalating when necessary, and troubleshooting various services. You will also analyze logs and network diagrams, work flexible schedules and on-call services, and communicate effectively with internal and external customers. This role requires an associate degree or equivalent experience, 6+ years in customer service (preferably technical), and excellent technical, troubleshooting, and communication skills. NiCE offers a challenging and rewarding career opportunity 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
• 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
• 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

• 4+ 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