Technical Support Engineer

Services | Alkmaar, Netherlands | EMEA
Main Responsibilities & Deliverables:
  • Work with various support / any NICE department (services, R&D…) and customers around the globe for end-to-end resolution of issues
  • Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
  • Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
  • Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
  • Participate in knowledge transfer activities as required
  • Work in accordance with NICE support process, procedures, contractual SLA’s
  • Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
  • Participate in early installations and collect customer feedback (both internal & external) for ongoing product improvement
  • Travel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers & NICE staff

Qualifications & Education
  • College degree (preferable) in relevant technology field
  • Excellent English verbal and writing communication skills (and preferably additional foreign language)
  • Team player – ability to work well in a close team environment
  • Fast learner with ability to educate her/himself on relevant technologies
  • Ability to multitask and prioritize work
  • Ability to remain focused and calm under pressure
  • Serviceability approach
  • Positive “can do” approach

Professional Capabilities:
  • Directed in several aspects of work. Relies on more experienced team members, seeks professional guidance
  • Able to solve problems, both on NICE and client sides. Is a trusted advisor to the clients
  • Familiarity with product end to end workflow
  • Technical Deep Skilling: Achieved at least two level 2 certificates
  • Regarded as a professional that requires minimal supervision and informally mentors other team members
  • Has high professional technical skills
  • Demonstrates mastery in solving various escalated issues
  • Sound capabilities in related professional fields
  • Knowledge of the end to end product workflow
  • Technical Deep Skilling: Achieved at least two level 2 certificates
  • Regarded as a Subject Matter Expert
  • Vast experience in area of expertise
  • Promotes innovation within relevant subject matter
  • Mentors Support Engineers and Senior Support Engineers in his/her area of expertise
  • Expert level in end to end product(s) work flow
  • Technical Deep Skilling: Achieved at least two level 3 certificates
  • Regarded as a Subject Matter Guru
  • The highest professional technical level a support expert can reach
  • Interdisciplinary set of expertise
  • Mentors all professionals in his/her area of expertise
  • Master in the end to end product workflow with knowledge up to the implementation level
  • Technical Deep Skilling: Achieved at least one level 4 certificate
  • Collaborates with team members to achieve results
  • Actively engages others in work processes to expand and broaden professional domain knowledge
  • Influences others to achieve professional advancement
  • Effectively manages complexity and change in his/her professional domain
  • Good leadership qualities, skills, contributor for growth of business and support
  • Owns the professional area
  • Influences within and across domains to promote the professional domain
  • Expands system knowledge and capabilities
  • High level leadership qualities, skills, key contributor for growth of business and support
  • Follows pre-allocated task and processes, may contribute to definitions
  • Holds full domain responsibility
  • Displays conceptual thinking and professional discretion in domain
  • Applies independent judgment
  • Applies ongoing professional discretion
  • Problem solves in new settings
  • Proactively seeks for improvement within and across domain
  • Proactively initiates projects within support to improve various aspects of the support operation, such as: team knowledge, reduce troubleshooting time, develop support tools, etc
  • Proactively seeks for synergies that contribute to overall company business
  • Takes broad external and internal perspectives into account
  • Drives decision making in professional domain
  • Implements projects within support to improve various aspects of the support operation, such as: team knowledge, reduce troubleshooting time, develop support tools, etc.

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