Location : Taguig City, PhilippinesThe Senior Technical Success Advisor is responsible for providing world class service to Nice inContact's customers.
The position will include building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to product and / or services, ensuring the current solution is configured to deliver value, acting in a consultative fashion, and coordinating with internal departments to provide a collaborative solution that will leave the NICE inContact™ customer with a positive experience.
Senior Technical Success Advisors will work with both internal and external customers to resolve complex problems and providing excellent technical and customer service to Nice inContact customers.
The Senior Technical Success Advisor will engage in Customer Success initiatives (inbound and proactive outbound) as part of the pooled support or as a designated customer advocate.
Client interaction will be done primarily over the phone, email, chat and / or via WebEx. The Senior Technical Success Advisor will work both independently and in concert with the Sales and Technical Services team.
Together, these teams are responsible to ensure both customer longevity and systematic growth.
As a Sr. Technical Support Advisor, a Typical Day Might Include the Following :
Follow invoicing protocols based on contractual agreements
Add, modify, deactivate and reactivate services / products on a customer's account
Ensure that proper authorization is obtained prior to setting up new accounts or disconnecting current accounts
Ensure that services are provisioned or disconnected and associated charges are accurately reflected on the customer's account according to the contract
Provides technical configuration and, in some cases, programming as required.
Provides technical architecture leadership, analysis, design, development, and enhancement.
Works with other inContact groups to troubleshoot and resolve T1, DS3, Ethernet, OC-X, 1+ and Toll-Free services.
Primary point of escalation to coordinate forward movement of trouble tickets with the goal of closing tickets and supporting customers quickly and efficiently
Regularly works flexible schedule and on-call services.
Provides escalated support to related corporate departments.
Serves in a project manager capacity via management of end to end system life cycle development of small to large-scale projects.
Develops costing proposals for projects, performs risk analysis, and manages change control.
Become familiar with a customer's contact center and business to become the trusted advisor to the customer for all contact center requests
Responsible for retention, customer satisfaction, and overall customer relationship
Act as a coach / mentor for more junior colleague on the team to help grow and train them
Acts as a liaison to groups outside of inContact Support.
Develops and presents customized presentations to assigned clients that both quantify and qualify product / service usage, realized benefits, achievements, opportunities and next steps.
Develops, administers and responds to client satisfaction surveys on a regular basis.
To Land This Gig You'll Need :
Bachelor's degree in Computer Science, Business Information Systems or similar field equivalent work required.
5+ years in Technical / Service role in Software, telecommunications or in customer service, call / contact center and / or service delivery.
Demonstrated technical problem-solving proficiency
Excellent customer service and communication skills, both verbal and written
Ability to multitask and work well in a fast-paced environment
Proficient in Microsoft Office applications
Able to work with little supervision and complete projects
Working technical knowledge of contact center software / design / functionality
Implementation : broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
Business Optimization : deep skills around business analysis / call centers; experience in the KPIs and best practices of call centers and their operations.
Education & Enablement : professional and confident public presence; experience in commanding large audiences as a trainer and / or speaker
Engineering Services : deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and / or databases
Desired personal profile : analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
Experience Preferred :
Engineering services : Skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and / or databases
TCP / IP networking knowledge and VoIP technology exposure
Comprehensive knowledge of TCP / IP, telecom circuits from DS0 through OC-48
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
Understanding of basic ACD / IVR call flows and the associated scripting fundamentals
Extensive software, telecommunications and IP Telephony, including SIP signaling