NICE
Senior Designated Support Engineer
NICE, Sandy, Utah, United States, 84092
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.
Senior Designated Support Engineer
The Senior DSE will provide technical assistance on applications to resolve an end-user's connectivity issues with the NICE suite of products. Duties of this position will include troubleshooting and diagnosing escalated customer issues acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the NICE customer with a positive experience and a product that meets their needs. The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods - email, chat and voice.
A Typical Day Might Include the Following:
Work tickets via a web-based ticketing system, email, voice, or chatWhen working tickets:
Validate for correct prioritization and monitor communication to users of progressFix end-user issues that can be resolved on applicationsRecord and route incidents to specialist groupsProvide resolution and recovery of incidentsKeep clear and thorough records in the ticketing system of all actions taken
Escalates incidents when necessaryTroubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free servicesOpens and monitors incidents created with 3rd party providersPulls and analyzes logs for troubleshooting for contacts, applications, etc.Reads and analyzes network diagramsRegularly works flexible schedule and on-call servicesEffectively and professionally communicates with internal and external customersTo Land This Gig You'll Need:
Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.6+ years of work experience in a customer service field, preferably in a technical capacityExcellent technical, troubleshooting, and analytical skillsAbility to excel in a fast-paced, agile environment where critical thinking and strong problem solving skillsExcellent communication skills - written and verbal and ability to handle all interactions with internal and external clients with professionalismAbility to adapt quickly to change, think on your feet, communicate positively and work proactivelyUnderstanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)Bonus Experience:
4+ years in a technical support role in software or telecommunications environment.IP Telephony/ Telecommunications experienceExperience in a telephony/telecommunicationsDialer knowledge and Workforce Management experienceWeb Services and API knowledge and understanding of conceptual useCompetent in database and SQL concepts
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Senior Designated Support Engineer
The Senior DSE will provide technical assistance on applications to resolve an end-user's connectivity issues with the NICE suite of products. Duties of this position will include troubleshooting and diagnosing escalated customer issues acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the NICE customer with a positive experience and a product that meets their needs. The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods - email, chat and voice.
A Typical Day Might Include the Following:
Work tickets via a web-based ticketing system, email, voice, or chatWhen working tickets:
Validate for correct prioritization and monitor communication to users of progressFix end-user issues that can be resolved on applicationsRecord and route incidents to specialist groupsProvide resolution and recovery of incidentsKeep clear and thorough records in the ticketing system of all actions taken
Escalates incidents when necessaryTroubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free servicesOpens and monitors incidents created with 3rd party providersPulls and analyzes logs for troubleshooting for contacts, applications, etc.Reads and analyzes network diagramsRegularly works flexible schedule and on-call servicesEffectively and professionally communicates with internal and external customersTo Land This Gig You'll Need:
Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.6+ years of work experience in a customer service field, preferably in a technical capacityExcellent technical, troubleshooting, and analytical skillsAbility to excel in a fast-paced, agile environment where critical thinking and strong problem solving skillsExcellent communication skills - written and verbal and ability to handle all interactions with internal and external clients with professionalismAbility to adapt quickly to change, think on your feet, communicate positively and work proactivelyUnderstanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)Bonus Experience:
4+ years in a technical support role in software or telecommunications environment.IP Telephony/ Telecommunications experienceExperience in a telephony/telecommunicationsDialer knowledge and Workforce Management experienceWeb Services and API knowledge and understanding of conceptual useCompetent in database and SQL concepts
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.