To Troubleshoot and resolve customer problems on NICE Actimize products and solutions. Including third party products which are integrated in to Nice Actimize solutions. Be able to leverage the technical and customer communication skills to resolve customer problems in a timely manner and escalate to the next tier.Maintain high customer satisfaction throughout all process form first call to complete problem resolution.
Scope and Responsibilities1. Receives customer tickets and Troubleshoot issues by resolving them with maximum customer satisfaction.2. Take full ownership on customer problem / cases, monitor for proper and on time feedback.3. Act as the front line technical contact to interact with customers (direct customers and partners).4. Document and track all problems, enquires and events in the CRM system.5. Try to resolve the case remotely, if can’t be resolved due to complexity, urgency, ability escalate to the higher team.
Key Challenges1. Keep good customer communication, help in professional manner to collect the needed information and proper escalation to higher team.2. Be able to resolve remote customer issues, configuration and basic problems.3. Maintain/Improve the KPI which is part of the customer support targets.Key Decisions1. To judge, with the team manager a proper support in supporting customers in timely manner. 2. Verify and escalate cases where appropriate from key customers or accounts.3. Escalate sensitive/urgent cases to the team manager and follow up with the customer.4. After initial case self-analysis, use proper resources for case resolution; work closely with other teams to locate the best customer solution.
EducationBE, BTech or any equivalent technical degree.
Experience: 2 to 4Years
At least 2 years’ experience with customer support in the following areas:
• Linux/Unix• Windows servers• SQL database• Web application
Strong troubleshooting and problem solving skillsExcellent communication / interpersonal skillsTeam Player - ability to work well in a close team environmentKnowledge in enterprise application softwareCustomer support experience with different global regions having English as the primary mode of communicationStrong written and verbal communication skills in English. A strong aptitude for investigation, analysis and problem solving.
Please Note: This job requires regular night and weekend work. This is scheduled with as much advanced notice as possible.