Technical Support Specialist
5 days ago
We are seeking a highly skilled Senior Technical Support Engineer to join our team at NICE CXone. As a senior member of the Technical Support team, you will be the point of contact for assigned large enterprise customers and provide advanced-level technical support to them.
In this role, you will manage high-impact technical cases for customers to ensure all break/fix issues are addressed quickly and appropriately. You will work closely with other engineers to troubleshoot and resolve cases, ensuring timely status updates and customer communication.
Key Responsibilities:
- Direct ownership for resolution and troubleshooting of cases
- Partnering with other engineers to resolve complex issues
- End-to-end case management to ensure all break/fix issues are addressed
You Will Also Be Responsible For:
- Familiarization with customers' technical environments through regular communication and sharing details with others
- Proactively reviewing and evaluating case reduction opportunities
- Organizing and leading multi-participant customer calls
- Providing weekly or monthly updates on customer's technical support cases
To Succeed In This Role, You Will Need:
- Education in a technology-related field or equivalent experience
- Deep understanding of NICE CXone products from a technical/troubleshooting perspective
- Minimum 5 years of experience in customer-facing advanced technical support work
NICE CXone Offers A Dynamic Work Environment With Opportunities For Growth And Professional Development. If You Are A Motivated And Detail-Oriented Individual With A Passion For Technical Support, We Encourage You To Apply.
Estimated salary: $80,000 - $110,000 per year.
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