Technical Success Advisor II
Manila, Philippines
1d ago

Major Functions / Responsibility

  • Work largely during customers' core business hours through phone, chat, email and screen sharing, with occasional extended hours as deemed necessary on critical concerns
  • Responsible for customer satisfaction, retention and referenceability for all Care accounts, addressing overall concerns, change requests, work orders, and solving service or billing problems.
  • Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, while scheduling time for proactive activities
  • Partnering with other NICE inContact employees and teams to ensure that all technical challenges and other issues / cases / requests are being handled properly, are within SLA targets, and are progressing toward resolution
  • Demonstrate in depth knowledge of NICE inContact products and associated technologies, especially those employed by assigned accounts
  • Understand the product / service usage, realized benefits, achievements, opportunities and next steps for assigned accounts, and proactively communicate these with your accounts
  • Become familiar with each customer's contact center and business, know how NICE inContact's solutions meet their business needs, and help them improve their business success
  • Develop expertise and maintain currency in telecommunications, contact center, and related technologies
  • Assist other TSAs with their customer's accounts, working the TSA queue during assigned times, and providing advice to other TSAs as questions arise
  • Develop knowledge of product differentiators, industry trends and best practices through self-education and inContact's resources, and demonstrate subject matter expertise in a specific area
  • Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
  • Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA) and are logged into the CRM system
  • Consistently and regularly update customer and account information, keeping it current in the CRM system
  • Tactfully and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customer's success
  • Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by inContact
  • Be the central point of contact for the customer when escalations occur, and take ownership in managing them to resolution
  • Make and meet commitments, building trust with customers
  • Present a professional image in communication, conduct, attitude and attire
  • Accountable for all actions, and reinforce accountability across all employees and teams in the company
  • Participate in team goal achievement and set personal goals that increase effectiveness and success
  • Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product / services enhancements and development
  • Participate in process improvement that will increase customer satisfaction and personal effectiveness
  • Always follow the company Code of Ethics, Values and Policies and Procedures
  • Communicate in an effective and professional manner with customers inside and outside of NICE inContact

  • 5+ years customer service experience for software
  • Working on a team, contributing to the overall success of the organization
  • Understanding of contact center business and software
  • Account management background, assisting named customers in their success with a company's products
  • 2+ years of college education, or equivalent work experience required

  • Internal applicants must come from TSA I role or equivalent
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