Senior Technical Support Engineer

Summary

Join NiCE, a global leader in software solutions, as a Technical Support Engineer. Deliver technical support to end-users on NICE Service and Sales Performance Management software. Troubleshoot issues, ensuring maximum customer satisfaction, and take ownership of customer problems. Document and track all issues in the CRM system. Act as a primary technical contact for customers, installing product updates and analyzing issues. This role requires strong troubleshooting skills and experience with VoIP, telephony, and NICE products. The position offers a hybrid work model (NICE-FLEX) with opportunities for growth within a collaborative and innovative environment.

Requirements

• Atleast 4-7 Years of experience in VOIP / Telephony/ NICE products
• Networking experience. (including analyzing IP network traces using networking tools , example Wireshark)
• Experience with Windows Operations Systems (2003,2008)
• Knowledge on telephony audio and signaling protocols: Analog/Digital extensions, ISDN BRI/PRI, E1/T1/DS-1 trunk, Framing and D-Channel signaling. SS7/VoIP/SIP
• Familiarity with Platform hardware components such as HDD, Raid, SCSI, DAT72 and DVD
• Knowledge of Storage systems: EMC, Tivoli
• Telephony/CTI background ( NICE / Avaya / Cisco, etc) and advance knowledge on IP phones communication
• Experience at system/application implementation at customer sites
• Well represents NICE in front of customers, both verbally and in writing
• Can express themselves appropriately both verbally and in writing
• Copes well with conflicts and is able to resolve them

Responsibilities

• Troubleshoot issues by resolving them with maximum customer satisfaction
• Take full ownership on customer problem/cases, monitor for proper and on time feedback
• Document and track all problems, enquires and events in the CRM system
• Act as a front line T2 technical contact to interact with customers (business partners and direct customers)
• Install Nice product update packs and hot fixes
• Analyze issues, solve or escalate to the next support level

Preferred Qualifications

• Previous experience/certifications with any recording system - an added advantage
• Experience and understanding of troubleshooting server performance issues

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