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Mid LevelFull-timeGitAI
Salary Range
$20,400 - $27,600 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Support Engineer to join our team at NiCE. This role involves delivering technical support to end users on how to use and administer NiCE Recording software solutions effectively to fulfill business objectives. The Application Support Consultant/T2 will also be responsible for maintaining the health and well-being of customers' hosted solutions.
Key Responsibilities
- βField incoming problems from end users to resolve application issues according to contractual SLAs.
- βInvestigate and resolve customer issues using product knowledge, troubleshooting skills, and expert resources.
- βRecord, track, and document the problem-solving process through to final resolution.
- βEvaluate documented resolutions and analyze trends to prevent future problems.
- βPrioritize, schedule, and administer software updates, upgrades, and releases.
- βPerform hands-on fixes on applications, including software installation, database exports, and system configuration.
- βTest fixes and perform post-resolution follow-ups to ensure adequate resolution.
- βIdentify and learn appropriate software applications used and supported by the company.
- βAdminister support and system maintenance activities as instructed by the Customer Support Team Leader and Management.
- βAssist and provide guidance to junior team members.
- βParticipate in weekend/on-call support coverage when needed.
Requirements
- βMinimum of 2+ years of proven experience with Nice/Verint or similar recording platforms.
- βExperience working with voice and data networks in troubleshooting and maintenance.
- βProficiency in Microsoft operating systems, networking, SQL, security, and VoIP technology.
- βTelephony experience and certifications (TDM, VoIP, CTI) are advantageous.
- βExperience with common PBX, Switch, and ACD vendors (Avaya, Nortel, Aspect, Siemens, Cisco) is advantageous.
- βCTI experience with common vendors (Avaya Map-D, DLG, CV-LAN, AES, Nortel Symposium, Aspect Prospect, Portal, Contact Server, Siemens Call-Bridge, Cisco ICM, Genesys) is advantageous.
- βCertification on all NICE Systems solutions is advantageous.
- βExperience working in medium or large teams and being a team player.
- βHigh customer service orientation and effective communication skills.
- βExtensive product knowledge or ability to develop through training.
- βGood understanding of NICE goals, objectives, and solutions.
- βWorking knowledge of software development principles is advantageous.
