Technical Success Advisor II
NICE inContact
Manila, Philippines
19h 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
  • JOB REQUIREMENTS

  • 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
  • PREFERRED EXPERIENCE

  • Internal applicants must come from TSA I role or equivalent
  • NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and / or any other status protected by any applicable federal, state and / or local statute or regulation.

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