Senior Technical Support Engineer

NICE Systems   •  

Denver, CO

Industry: Technology

  •  

Not Specified years

Posted 21 days ago

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

Responsibilities:

  • 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.

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