NICE is looking for a Senior Technical Support Engineer for our Trade Floor 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, 8am - 8pm ET
* Interfacing with large critical 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 * Network troubleshooting skills (working with different tools) * Supporting VOIP telephony systems such as Avaya or Cisco * Experience in customer support serving global customers.
* 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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