Senior Technical Support Engineer

1 month ago

Southampton, Southampton, United Kingdom NICE Full time
Unlock Your Potential as a Senior Technical Support Engineer

At NICE, we're pushing the boundaries of innovation and excellence. As a Senior Technical Support Engineer, you'll be at the forefront of delivering exceptional customer experiences, driving business growth, and shaping the future of our industry.

Key Responsibilities:
  • Provide expert technical support to customers via phone, online, chat, and email, leveraging advanced tools and techniques to resolve complex issues.
  • Develop and maintain deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and mentor colleagues to enhance their skills.
  • Collaborate with internal stakeholders to improve procedures and processes, ensuring seamless execution and exceptional customer satisfaction.
  • Proactively manage personally assigned and queue-based cases, prioritizing activities to meet response and resolution targets.
  • Stay up-to-date with industry trends, technologies, and best practices, applying this knowledge to drive innovation and improvement within the team.
  • Communicate effectively with customers, colleagues, and executive teams, demonstrating professional, assertive, and friendly verbal and written communication skills.
Requirements:
  • 5+ years' experience in a technical customer service role, preferably in a technical support capacity.
  • Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact centre software, networking technologies, scripting, load balancers, proxies, firewalls, and Relational Databases.
  • Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.
  • Excellent professional, written and verbal communications skills with the ability to capture all details in written form during conversations.
  • Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment.
What We Offer:

Join a dynamic, global company where innovation and excellence thrive. Enjoy a hybrid work model, with 2 days in the office and 3 days of remote work, each week. Collaborate with the best of the best, and take advantage of endless internal career opportunities across multiple roles, disciplines, domains, and locations.

At NICE, we're passionate about empowering our employees to grow, learn, and succeed. If you're a driven, innovative, and collaborative professional, you may just be our next NICEr.

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