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?
We are looking for a Technical Support Engineer for our Recording Solutions. Candidates will work supporting large complex Public Safety software clients; have server, network background and excellent problem-solving skills.
How will you make an impact?
- Interfacing with large priority customer accounts
- Working with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
- Maintaining high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
- Conducting thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
- Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
- Participating in knowledge transfer activities as required
- Working in accordance with NICE support process, procedures, contractual SLA’s
- Documenting all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
- Some travel maybe expected to customer sites when required to resolve product issues
Have you got what it takes?
- Bachelor's degree in Computer Science / Software Engineering (or similar)
- 1-3+ years experience
- Experience as IT (Network and system) that worked on Server issues mainly
- Network troubleshooting skills (working with different tools)
- Experience in SQL database management
- Experience in Azure (104 or higher certification preferred)
- Experience with Grafana is a plus
- Experience with ServiceNow is preferred
- Supporting VOIP telephony systems such as Avaya or Cisco
- 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
- Ability to travel up to 25%
You will have an advantage if you also have:
- Experience/knowledge of CCaaS, CX, and Conversational AI solutions.
- Experience/knowledge of the Public Safety sector
Why Join Us?
This role offers a unique opportunity to gain exposure to executive leadership and the investment community, while contributing meaningfully to the company’s investor relations strategy. You’ll be part of a collaborative and high-performing team working at the intersection of finance, strategy, and communications.
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Enjoy NiCE-FLEX!
At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID: 8150
Reporting into: Manager, Technical Support
Role Type: Individual
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.
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What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
