Technical Support Engineer

Review and investigate product and integration issues raised by clients partners platform providers and internal teams.

Provide accurate guidance on product usage questions and educate customers as needed to ensure a positive user experience.

Provides reliable solutions to a variety of problems using sound problem solving techniques. Working in accordance with NICE support process procedures contractual SLAs

Assist with Customers request assistance via many channels including phone email and various web contact methods (chat e-Services).

Documenting all customer interactions in CRM tool in accordance with SLA. Resolve issues on the same day ideally during the first interaction.

Understand customer configurations and models with the ability to make modifications.

Deep understanding of real-time payment systems wire payment systems API architecture to provide quick resolutions on critical impact issues occurring during business hours or while on-call.

Troubleshoot network VPN SFTP certificate public key authentication SSO configurations.

Engage with high touch customers on the phone and participate in account reviews as subject matter expert.

Collect analyze and reproduce client issues which qualify as defects in the engineering tracking system.

Document known issues in the internal and customer facing documentation portals.

Collaborate with Product teams through participation in case reviews bug scrubs planning feature request reviews. Must be able to participate in rotating on-call schedule

Qualifications :

Required Experience:

Excellent verbal and written communication skills in English.

At least 2 years in technical support facing customers and resolving issues.

Fast learner with ability to educate her/himself on relevant technologies

Excellent technical and analytical skills.

High level of responsiveness in all communications.

Excellent organizational skills ability to set own task lists and timelines.

Working in a fast-paced team environment.

Ability to research to find solutions on new and emerging issues.

Bachelors degree in computer science (or equivalent). Required Skills:

Experience in networking data exchange browsers SQL certificates

Operating Systems: Windows and Linux

Knowledge with Chrome Firefox Edge XML HTML JSON.

Familiarity with servers and solving performance issues a plus.

Experience in the banking industry is desired Programming and scripting background in Python Linux andor other programming languages is a plus

Additional Information :

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

Remote Work :

No

Employment Type :

Full-time