The Technical Support Engineer II will provide technical assistance on applications to resolve end-user issues with the NICE inContact™ suite of products.
Duties of this position will include troubleshooting and diagnosing escalated customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the NICE inContact™ customer with a positive experience and a product that meets their needs.
The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods email, chat and voice.
As a Technical Support Engineer II, a Typical Day Might Include the Following :
Work tickets via web-based ticketing system, email, voice or chat
When working tickets : Validate for correct prioritization and monitor communication to users of progressFix end-user issues that can be resolved on applicationsRecord and route incidents to specialist groupsProvides resolution and recovery of incidents notKeep clear and thorough records in the ticketing system of all actions taken
Escalates incidents when necessary
Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
Opens and monitor incidents created with 3rd party providers
Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
Reads and analyzes network diagrams
Regularly works flexible schedule and on-call services
To Land This Gig You'll Need :
Associates Degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
3-5 years work experience in a customer service field, preferably in a technical capacity
Excellent technical, troubleshooting and analytical skills
Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
Excellent communications skills written and verbal and ability to handle all interactions with internal and external clients with professionalism
Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)
Experience Preferred :
2+ years in a technical support role in software or telecommunications environment.
IP Telephony / Telecommunications experience
Experience in a telephony / telecommunications
Dialer knowledge and Workforce Management experience
Web Services and API knowledge and understanding of conceptual use
Competent in database and SQL concepts