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Entry LevelFull-timeAPI
Salary Range
$12,750 - $17,250 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Technical Support Specialist to join our team. This role involves investigating and resolving product and integration issues raised by various stakeholders including clients, partners, and internal teams.
Key Responsibilities
- βReview and investigate product and integration issues raised by clients, partners, platform providers, and internal teams
- βProvide accurate guidance on product usage questions and educate customers to ensure a positive user experience
- βProvide reliable solutions to a variety of problems using sound problem-solving techniques
- βWork in accordance with NICE support processes, procedures, and contractual SLAs
- βAssist customers with request assistance via multiple channels including phone, email, and various web contact methods (chat, e-Services)
- βDocument all customer interactions in a CRM tool in accordance with SLA
- βResolve issues on the same day, ideally during the first interaction
- βUnderstand customer configurations and models with the ability to make modifications
- βTroubleshoot network, VPN, SFTP, certificate, public key authentication, and SSO configurations
- βEngage with high-touch customers on the phone and participate in account reviews as a subject matter expert
- βCollect, analyze, and reproduce client issues which qualify as defects in the engineering tracking system
- βDocument known issues in internal and customer-facing documentation portals
- βCollaborate with Product teams through participation in case reviews, bug scrubs, planning, and feature request reviews
- βParticipate in a rotating on-call schedule
Requirements
- βDeep understanding of real-time payment systems and wire payment systems
- βStrong knowledge of API architecture
- βExperience with network troubleshooting, VPN, SFTP, certificate management, public key authentication, and SSO configurations
- βAbility to work in a rotating on-call schedule
Free to sign up. Takes 30 seconds.
About Sutherland
Sutherland is a global leader in digital transformation and technology services, specializing in helping organizations navigate the complexities of modern business through innovative solutions. Headquartered in the United States, the company has established a strong presence across multiple continents, offering expertise in automation, artificial intelligence, and customer experience management. Founded in 1998, Sutherland has grown from a regional service provider into a multinational corporation, driven by a commitment to leveraging cutting-edge technology to solve real-world business challenges. The company operates at the intersection of technology and customer engagement, serving clients across various industries including financial services, healthcare, and telecommunications. Sutherlandβs core offerings include robotic process automation (RPA), artificial intelligence (AI) solutions, and customer experience (CX) platforms designed to enhance operational efficiency and customer satisfaction. Their services are characterized by a focus on scalability, integration with existing systems, and measurable outcomes. Key features of their solutions include advanced analytics, omnichannel support, and bespoke consulting to tailor strategies to client-specific needs. The company primarily targets large enterprises and mid-sized businesses seeking to streamline processes, reduce costs, and improve customer interactions through technology-driven initiatives. Their solutions are particularly valued by organizations undergoing digital transformation or looking to optimize their customer service operations. Sutherland has achieved significant recognition in the industry, including multiple awards for innovation in automation and customer experience. The company is positioned as a trusted partner for businesses aiming to harness the power of AI and automation to drive growth and efficiency. A notable aspect of Sutherlandβs value proposition is its emphasis on ethical AI and sustainable practices, ensuring that technological advancements align with corporate responsibility and long-term business goals. This commitment, combined with a global delivery model and a highly skilled workforce, enables Sutherland to deliver transformative results for its clients while maintaining a competitive edge in the rapidly evolving tech services landscape.
