Title: Senior Technical Support Engineer
Job Type: Full-Time
Location: London United Kingdom
Senior Technical Support Engineer – Recording and Analytics Solutions – London, UK
Position Description: We are looking for a Senior Technical Support Engineer for our Recording and Analytics Solutions based in our central London office. Candidates will work supporting large complex enterprise software clients; have server, SQL, network background and excellent problem-solving skills
- Interfacing with strategic priority customer accounts
- Work with various NICE departments (Support and 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 required (nights and weekends) to address critical issues / situations and on-call duties.
- Participate in knowledge transfer activities as required.
- Work in accordance with NICE support process, procedures, contractual SLA’s.
- Document all interactions related to support cases in NICE Support System in accordance with SLA.
- Small amount of travel maybe expected when customer requires to resolve product issues on-site.
Qualifications / Education:
- Bachelor's degree in Computer Science / Software Engineering (or similar).
- Experience as IT (Network and system) that worked on Server issues mainly.
- Network troubleshooting skills (working with different tools).
- Supporting VOIP telephony systems such as Avaya or Cisco.
- Experience in customer support serving global customers.
- Experience supporting NICE products preferred.
- Excellent English verbal and writing communication skills.
- Team player – ability to work well in a 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