Technical Support Engineer

2 weeks ago

Pune, Maharashtra, India NICE Full time

At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.

Job Description-

So, what's the role all about?

The Support Engineer role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management, Contact Analytics and/or CLS software solutions efficiently and effectively in fulfilling business objectives. The Application Support Consultant/T2 is also responsible for the health and well-being of our customers' hosted solutions

How will you make an impact?

Monitor the Incoming customer queries via email, phone & chat and respond in a timely manner Troubleshoot and resolve complex customer issues related to technical support adhering to best practices Understand customers' technical and business requirements and build significant long-term relationships with key customer contacts. Take ownership and resolves issues by collaborating with other internal teams. Understand business / technical needs from specifications and functional requirements documents Provide mentorship, guidance, training as a part of maintaining and sharing of skills sets, learning, product and technical knowledge across the global organization Create quality knowledge base solutions to help proactive support Participate in test fest and product documentation review during new product releases Keep abreast of new technologies and new product releases by continuous learning Author troubleshooting guides, webinars, FAQs for customers to assist customer self help. Be on the OnCall roster to cover the support during weekends as required

Have you got what it takes?

Graduate with 3-5 years of relevant experience in software technical support. Passion for delighting the customer by providing superior customer service Problem solver having very good analytical skills with proven experience in troubleshooting, resolving and delivering complex technical solutions. Drive for quality and excellence in all areas of working. Self-starter with demonstrated ability to take initiative and accomplish tasks Process oriented and communicative through entire issue resolution process Excellent written and verbal communication skills in English Excellent organizational skills, ability to multi-task and detailed oriented. Experience on writing SQL statements and understanding the way databases work with cloud applications is also a plus. Proficient skills with Linux and Cloud Computing are preferred. Exposure in XML,CSS, HTML,SQL etc

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 4268
Reporting into: Tech Manager
Role Type: Individual Contributor

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