Senior Technical Support Engineer

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Demonstrate deep subject matter expertise in core technologies and develop expertise in an additional specialty • Provide advanced technical support via phone, online, chat, and email • Analyse logs, traces, packet captures, and other technical data to determine root causes • Own internal and external troubleshooting communications through resolution • Mentor colleagues on communication, troubleshooting, processes, product knowledge, and case work • Improve support procedures and processes • Manage cases according to SLA response and resolution targets • Deliver root-cause correction and prevent recurrence of issues • Prioritize and manage assigned and queue cases by severity and priority • Open and monitor incidents with third-party providers • Obtain and maintain KCS Publisher certification and create or update knowledgebase content • Document software, design, reliability, maintenance, and potential bug issues for relevant teams and collaborate with R&D • Maintain strong performance across key performance indicators • Handle complex and escalated customer cases and de-escalate customers • Interpret networking and technical diagrams for diagnosis and resolution • Provide real-time training and develop training materials and best-practice documentation • Work a flexible schedule and provide occasional on-call services

🎯 Requirements

• 5+ years’ work experience in a technical customer service role, preferably in a technical support capacity • Minimum of three years of experience working with and advanced knowledge of SaaS, telecommunications, contact centre software, TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, and relational databases (MSSQL, Oracle, MySQL) • Excellent technical, analytical, problem-solving, written, and verbal communication skills • Time management and multitasking skills in an interrupt-driven environment • Ability to use, create, and update knowledgebase resources • Ability to drive escalated customer problems to resolution • Ability to communicate effectively across Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams • Understanding of the contact centre business, market and business trends • Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP) • Ability to work independently as part of a larger team • Ability to excel in a fast-paced, agile environment • Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively • Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required • Advantageous: troubleshooting VoIP, telephony/telecom technologies, DS3, Ethernet, OC-X, 1+ and toll-free services • Advantageous: technical support experience in a software or telecommunications environment • Advantageous: Workforce Management software and/or outbound dialler experience • Advantageous: Web Services and API knowledge • Advantageous: database and SQL concepts

🏖️ Benefits

• Flexible schedule • On-call services from time to time • Equal opportunity employment