Senior Technical Support Engineer, CX

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Description

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? Quickly resolving issues with our software, especially those affecting customer contact centers, is crucial to mitigate financial risks for clients and enhance the value they receive from our solutions. By restoring service promptly, improving understanding, and addressing chronic issues, we not only boost customer satisfaction but also contribute to their long-term success and loyalty. How will you make an impact? Demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area. Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution. Exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders. Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment. Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues. Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues. Proactively manage cases based on severity and priority, collaborate with internal stakehold

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