Team Lead, Technical Support

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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. Team Lead, Technical Support. So, what’s the role all about? Any issue with our software that impairs the operation of a customer’s contact centre has significant financial ramifications for them. Our ability to restore service, improve their understanding, and resolve chronic issues will greatly increase the value they receive from our solutions and will reduce financial risk when they experience problems. How will you make an impact? Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty. Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues. Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution. Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work. <li&

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