Team Lead, Technical Support

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

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

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 subject matter expertise in core technologies and additional technology specialties • Provide advanced technical support to customers via phone, online, chat, and email • Analyze logs, traces, packet captures, and other technical data to determine root causes • Own internal and external troubleshooting communications and customer/stakeholder confidence • Mentor colleagues on communication, troubleshooting, processes, product knowledge, and case work • Encourage productive debate and discussion to analyze and resolve problems • Improve procedures and processes to increase efficiency and effectiveness • Manage cases according to SLA response and resolution targets, assisting colleagues with timely resolution • Provide root-cause correction and eliminate recurring issues • Proactively manage assigned and queued cases according to severity, priority, skills, and ability to resolve • Open and monitor incidents with third-party providers and collaborate with internal stakeholders • Obtain and maintain KCS Publisher certification; create and update knowledgebase content using KCS methodology • Identify, document, and report software, design, reliability, and maintenance issues to appropriate teams • Gather and validate bug details for R&D reproduction and collaborate during issue isolation, correction, and resolution implementation • Maintain exemplary KPI performance and model higher-level achievement • De-escalate customers and handle complex and escalated cases • Analyze networking technologies and technical diagrams for diagnosis and resolution • Provide real-time colleague training and develop training materials and best-practice documentation • Work a flexible schedule and provide occasional on-call services

🎯 Requirements

• 7+ years’ work experience in a technical customer service role, preferably technical support • Minimum 3 years of experience with SaaS, telecommunications, contact centre software, networking technologies, VoIP, QoS, SIP, APIs, bots, TCP/IP, HTTP, HTTPS, SFTP, scripting, load balancers, proxies, firewalls, and relational databases such as MSSQL, Oracle, and MySQL • Excellent technical, analytical, problem-solving, written, and verbal communication skills • Time management and multitasking skills in an interrupt-driven, high-pressure environment • Ability to utilize, create, and update knowledgebase resources • Ability to drive escalated customer problems to resolution using internal and external resources • Ability to communicate effectively across Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams • Industry experience and understanding of the contact centre business, market, and business trends • Understanding of networking technologies and telecommunications architecture, including PBX, carriers, and 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: VoIP, telephony/telecom, MPLS, SIP, Ethernet, OC-X, 1+ and toll-free services troubleshooting • Advantageous: Workforce Management software and/or outbound dialler experience • Advantageous: Web Services and API knowledge • Advantageous: Database and SQL concepts • Obtain and maintain Knowledge-Centered Service (KCS) Publisher certification

🏖️ Benefits

• Flexible schedule and occasional on-call services • Equal opportunity employment