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Technical Support Specialist
2 months ago
We are seeking a highly skilled and experienced Technical Support Specialist to join our team at NICE. As a Technical Support Specialist, you will be responsible for providing expert technical support to our regional support teams and Public Safety customers worldwide.
Key Responsibilities- Provide in-depth technical support on a wide range of Public Safety solutions.
- Work effectively with staff in all areas of the business to provide timely and long-term resolutions.
- Take into account technical and commercial relationships with end users, partners, and service providers.
- Develop documentation and tools to improve the supportability of our solutions.
- Look for ways to innovate, share information, and improve customer satisfaction.
- Efficient, effective, and respectful communication skills.
- Excellent written and spoken English.
- Good listener, able to identify and validate assumptions.
- Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it.
- Communicate effectively with people of different disciplines, and with different knowledge and experience, to achieve positive outcomes.
- Methodical troubleshooting, technical skill, and attention to detail used in diagnosing problems and reproducing issues in a local environment.
- Multi-tasking and time-management to prioritize and switch between varied tasks.
- Careful record keeping.
- Programming and/or scripting experience.
- Knowledge of Windows server and client technology.
- Able to use initiative and to work effectively both independently and as part of a team.
- Patience and perseverance.
- Happy to learn, and adapt rapidly, with a positive attitude to change.
- Knowledge of CTI, IP networking, VOIP, web server/CGI front-ends, database (MSSQL).
- Technical writing skills.
- Coaching/training experience.
- Systems engineering nous – able to work at both system and detail levels, and with third party suppliers.
- Knowledge of Cloud deployed systems (e.g. Microsoft Azure).
As a Technical Support Specialist at NICE, you will have the opportunity to work in a fast-paced, collaborative, and creative environment. You will be part of a team that is passionate, innovative, and excited to constantly raise the bar. We offer a hybrid work model, with 2 days working from the office and 3 days of remote work, each week.
We are committed to providing our employees with the opportunity to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations.
