About the job
At NiCE, we thrive on pushing boundaries and redefining challenges. Our ambition drives us to be game changers, and we play to win. We uphold the highest standards and consistently exceed expectations. If you resonate with our ethos, we invite you to join us for a transformative career opportunity that ignites your passion.
Role Overview:
The Senior Designated Support Engineer will deliver expert technical assistance on applications to resolve connectivity issues for end-users utilizing the NiCE product suite. Key responsibilities include troubleshooting and diagnosing complex customer issues, collaborating in a consultative manner to achieve win-win solutions, and working alongside internal teams to ensure a seamless experience for our customers. Our skilled Technical Support team is dedicated to providing exceptional client service through various communication channels such as email, chat, and voice.
Key Responsibilities:
- Manage support tickets via a web-based ticketing system, email, voice, or chat.
- During ticket resolution:
- Ensure correct prioritization and maintain communication with users regarding progress.
- Resolve end-user issues related to applications.
- Document and reroute incidents to relevant specialist teams.
- Provide incident resolution and recovery.
- Maintain thorough records of all actions taken in the ticketing system.
- Escalate incidents when necessary.
- Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+, and Toll-Free services.
- Open and monitor incidents created with third-party providers.
- Analyze logs for troubleshooting contacts, applications, etc.
- Read and interpret network diagrams.
- Work flexible hours and provide on-call support as needed.
- Communicate effectively and professionally with both internal and external customers.

