Associate Technical Support Engineer, CX

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?
The Associate Technical Support Engineer (ATSE) plays a vital role as the first line of support for customers, assisting their technical support and IT teams with our contact center software solutions. With a focus on providing friendly and helpful customer service, the ATSE uses their expertise to troubleshoot and resolve issues efficiently. They collaborate closely with other team members to ensure customers receive timely assistance and clear communication every step of the way.
How will you make an impact? 

• Develop expertise in our core technologies and additional specialty areas, striving to enhance skills continuously.
• Provide friendly and effective technical support to customers via various channels, ensuring their confidence in our assistance.
• Actively listen to customers, asking relevant questions, and appropriately challenging them to ensure thorough issue understanding.
• Take ownership of each assigned incident from start to resolution, providing timely updates and maintaining communication throughout the process.
• Collaborate with customers to determine the severity and priority of each issue, adhering to SLA targets for resolution.
• Focus on root cause correction to prevent issue recurrence, proactively pulling challenging cases to sharpen skills.
• Create and update knowledge base articles using KCS methodology, contributing to the collective knowledge of the team.
• Continuously develop industry knowledge, identify and report software issues, maintain consistent performance, and avoid escalation through effective communication and resource engagement. 

Have you got what it takes? 

• Requires an associate degree or working towards a Bachelor’s degree in Computer Science, Business Information Systems, Networking, or similar field, or equivalent experience.
• Minimum 2 years' experience in technical support, specifically supporting Internet Service Providers, networks, or Business Software.
• Proficient in at least one technology area such as Contact Center Solutions, ACD and IVR, Telephony/Telecommunications, Computer Networking, Programming, or Integrations.
• Strong technical skills encompassing various technologies, including protocols, Databases, APIs, Scripting, Debugging, and browser applications.
• Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
• Familiarity with CRM such as Salesforce, Analyzing SIP ladders, Analyzing Browser Logs
• Exceptional written and verbal communication skills, adept at capturing details fluently during conversations while maintaining assertiveness and friendliness.
• Effective time management and multitasking abilities in dynamic, interrupt-driven environments.
• Demonstrated ability to work both independently and collaboratively in fast-paced settings, with adaptability and strong problem-solving skills. 

Requisition ID: 8057
Reporting into: Tech Manager
Role Type: Individual Contributor