Technical Support Engineer

Technical Support Engineer – Recording Solutions – Remote, US

Entry Level

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

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 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.
• 1-3 years experience

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