Senior Technical Support Engineer
Richardson, TX

Job Description

Senior Technical Support Engineer - Recording Solutions - Richardson, TX

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

This position may require the ability to work a flexible shift, including later hours, 9am - 6pm MT / 10am - 7pm CT.

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
* Strong Account Management skills
* 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
* Experience in Application Database Troubleshooting and Tuning (SQL)


* 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