Senior Technical Support Engineer

Senior Technical Support Engineer

Vacancy expired!

NICE is looking for a Senior Technical Support Engineer for our Analytics Solutions. Candidates will work supporting large complex enterprise software clients; have applications, server, SQL, network background and excellent problem solving skills.
This position may require the ability to work a flexible shift, including later hours, 8 am - 8 pm ET or 9 am - 6 pm MT.

• Interfacing with large critical customer accounts
• Work with various NICE departments (Support, Product management, 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.
  
  Some travel maybe expected to customer sites when required in order to resolve product issues

• Bachelor's degree in Computer Science / Software Engineering (or similar)
• Experience in Web Applications support
• Experience in Database Troubleshooting and Tuning (MS SQL)
• Experience as IT (Network and system) that worked on Server issues mainly
• Strong troubleshooting and problem solving skills
• 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