Associate Technical Support Engineer

The purpose of this role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management software solutions efficiently and effectively in fulfilling business objectives. The Engineer is also responsible for the health and well-being of our customers cloud solutions. Also they will need to manage tasks to troubleshoot and resolve customers technical issues. Technical Support Engineer in this role gets to:  - Work with various support / any NICE department (services 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 - 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 SLAs - Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA - Participate in early installations and collect customer feedback (both internal & external) for ongoing product improvement - Travel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers & NICE staff 

Qualifications :

Our most successful candidates will have: - College degree (preferable) in relevant technology field - Prioritise schedule and administer all Updates Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer - Record track and document the problem-solving process including all successful and unsuccessful decisions made and actions taken through to final resolution - Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems - Develop and document change requests capturing all customer requirements - Perform hands-on fixes on the Sales and Service Performance Management applications including installing and upgrading software database exports and configuring the systems and applications - Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies - Identify and learn appropriate software applications used and supported by the Company - Attend Customer workshops / reviews to provide Technical application advice and best practice guidance when required Requirements:  - Experience in technical customer service related industry working in a global environment (supporting customers & partners worldwide) - Excellent English verbal and writing communication skills (and preferably additional foreign language) - Strong knowledge of Linux Shell scripting SQL PL/SQL scripting for the analysis and resolution of customer issues - Experience with building and maintaining databases for query and problem tracking - Demonstrable experience of supporting industry standard database platforms within the IT industry i.e. Oracle SQL Server DB2 - Experience of supporting Web based applications - Working knowledge of administrating UNIX Linux or Windows servers

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time