Technical Support Engineer

Support | Dallas, TX, United States | AMERICAS

Technical Support Engineer  – Recording Solutions – Richardson, TX

 

Position Description: We are looking for a Technical Support Engineer for our Recording Solutions.  Candidates will work supporting large complex enterprise software clients; have server, network background and excellent problem solving skills.

 

As part of NICE’s Global Priority Support team, you will participate a shift rotation where you will work 4 days on (10 hour day shifts) and 3 days off across 7 days a week.  Weekend shifts will be limited to approximately every 4th week.

 

Responsibilities:

  • Interfacing with large 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 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
  • Some travel maybe expected to customer sites when required in order to resolve product issues

 

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.

 

Personal attributes

 

  • Excellent English verbal and writing communication skills
  • 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

 


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