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SeniorFull-timeAgileGitAIAPI
Salary Range
$132,600 - $179,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Specialist to join our team at NICE Ltd. This role involves providing technical assistance to resolve end-user connectivity issues with our suite of products, ensuring a positive customer experience.
Key Responsibilities
- →Work tickets via a web-based ticketing system, email, voice, or chat
- →Validate for correct prioritization and monitor communication to users of progress
- →Fix end-user issues that can be resolved on applications
- →Record and route incidents to specialist groups
- →Provide resolution and recovery of incidents
- →Keep clear and thorough records in the ticketing system of all actions taken
- →Escalate incidents when necessary
- →Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
- →Open and monitor incidents created with 3rd party providers
- →Pull and analyze logs for troubleshooting for contacts, applications, etc.
- →Read and analyze network diagrams
- →Regularly work flexible schedule and on-call services
- →Effectively and professionally communicate with internal and external customers
Requirements
- ✓Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
- ✓6+ years of work experience in a customer service field, preferably in a technical capacity
- ✓Excellent technical, troubleshooting, and analytical skills
- ✓Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills
- ✓Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
- ✓Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
- ✓Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)
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