Senior Technical Support engineer

Product Management | London, United Kingdom | EMEA

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

Responsibilities:

  • 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.

 Personal attributes

  • 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

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