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About the Role

Provide advanced technical support to customers, analyze logs and traces to determine root cause of issues, and mentor colleagues. Ensure timely resolution of cases according to SLAs and drive root cause correction for recurring issues.

Responsibilities

Demonstrate deep subject matter expertise in core technologies and develop expertise in a second specialty.
Provide advanced technical support via phone, online, chat, and email.
Analyze logs, traces, and packet captures to determine root cause of issues.
Communicate professionally and assertively, taking ownership of troubleshooting efforts.
Mentor colleagues on communication, troubleshooting, process, product knowledge, and case work.
Encourage productive debate and discussion to analyze and resolve problems.
Improve procedures and processes for efficiency and effectiveness.
Ensure cases progress according to Service Level Agreements (SLAs).
Assist colleagues in accelerating case resolution.
Provide root cause correction, not just symptom relief.
Proactively manage assigned cases and queue cases based on severity and priority.
Open and monitor incidents with 3rd party providers.
Improve interactions and success in handling incidents with other internal stakeholders.
Obtain and maintain KCS Publisher certification and create/update knowledgebase articles.
Coach others on KCS best practices.
Identify, document, and report software, design, reliability, and maintenance issues.
Gather, validate, and document bug details for R&D.
Work with R&D during issue isolation, correction, and implementation.
Develop and maintain consistent and exemplary performance on key performance indicators.
Properly de-escalate customers through expert communication and resource engagement.
Handle complex and escalated cases.
Demonstrate deep understanding of networking technologies and their utilization.
Analyze network and technical diagrams for problem diagnosis and resolution.
Provide mentoring to colleagues to improve their technical abilities.
Provide real-time training to colleagues and assist them in their roles.
Develop training materials, best practice documentation, and other resources.
Work a flexible schedule and provide on-call services as needed.

Requirements

7+ years of work experience in a technical customer service role, preferably in technical support.
Minimum of three years of experience with advanced knowledge of SaaS, telecommunications, contact centre software, and networking technologies (VOIP, QoS SIP, APIs, BOTs TCP/IP, HTTP, HTTPS, SFTP, scripting, load balancers, proxies, firewalls, and Relational Databases).
Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.
Excellent professional, written, and verbal communication skills.
Assertive, articulate, and friendly communication style.
Ability to capture all details in written form during conversations.
Time management skills for effective work in an interrupt-driven environment.
Ability to multi-task and maintain professional composure during stressful situations.
Ability to prioritize activities appropriately.
Superior analytical and problem-solving skills.
Proven ability to utilize, create, and update knowledgebase resources.
Proven ability to drive escalated customer problems to resolution.
Ability to communicate effectively across all company teams.
Industry experience including understanding of the contact centre business and market trends.
Understanding of networking technologies and telecommunications architecture.
Demonstrated ability to work independently as part of a larger team.
Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills.
Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively.

Skills

SaaS
Telecommunications
Contact centre software
Networking technologies
VOIP
QoS
SIP
APIs
BOTs
TCP/IP
HTTP
HTTPS
SFTP
Scripting
Load balancers
Proxies
Firewalls
Relational Databases (MSSQL, Oracle, MySQL)
Technical support
Log analysis
Trace analysis
Packet capture analysis
Root cause analysis
Knowledgebase management
KCS methodology
Communication
Mentoring
Problem-solving
Analytical skills
Time management
Multi-tasking
Agile environment
Critical thinking
Adaptability
Proactive work
VoIP troubleshooting
Telephony/telecom technologies troubleshooting
MPLS
Ethernet
OC-X
1+ services
Toll-free services
Workforce Management software
Outbound dialler experience
Web Services
Database concepts
SQL concepts

Location

Remote

Work Type

Full-time
Remote

Experience Level

Senior

Education Level

Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience

About the Company

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations.
NICE software helps businesses deliver extraordinary customer experiences, fight financial crime, and ensure public safety.
NICE software manages over 120 million customer interactions and monitors over 3 billion financial transactions daily.
NICE is an innovation powerhouse excelling in AI, cloud, and digital.
NICE is consistently recognized as a market leader in its domains.
NICE has over 8,500 employees across 30+ countries.

Equal Opportunity

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.