Technical Support Engineer Information

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NICE-Systems Limited

NICE Systems (NASDAQ: NICE), is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the ent... Read More

Address	NICE Systems Inc. - Security Sector 301 Rt 17 North 10th Floor Rutherford NJ 07070 USA
Website	www.nice.com/
Holding	No Holding Details

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Technical Support Engineer

Responsibilities:

    * Provide quality customer care and support, as a Support Engineer on the NICE IEX WFM Support HelpDesk team:
    * Answer the help desk line, open tickets and providing application phone support to our customers
    * Manage customer’s expectation, deliver resolution of their reported issues
    * Document and track troubleshooting efforts; phone and email communications and resolution in IEX WFM Support’s CRM
    * Assist customers through the installation of software
    * Organize and manage a work queue of tickets to meet personal and departmental goals
    * Monitor the HelpDesk team’s work queue, taking new tickets proactively to meet departmental goals
    * Willing to work in a collaborative manner with other Support Engineers or developers on the R&D team to drive resolution of tickets.
    * Work an on-call rotation to provide after-hours support to our customer with 24/7 support maintenance.

Education:

    * BS in Computer Science or equivalent plus a minimum of 1-2 years experience in technical support or a minimum of 2-4 years experience in technical support or a combination of support and call center workforce management

Requirements:

    * NICE IEX WFM (TotalView) experience (a plus)
    * CRM experience
    * Proficient in Unix and/or Windows operating system – A MUST
    * Database experience – Oracle or PostgreSQL (a plus)
    * Proficient in Microsoft Outlook, WORD and EXCEL – A MUST
    * Technical experience with computer software, including the installation and configuration of Windows programs
    * Sun Solaris Hardware experience or certification (a plus)
    * Excellent troubleshooting skills
    * English language proficiency (Spanish or Portuguese a definite asset)
    * Excellent customer service skills
    * Attention to detail
    * Flexibility, willingness to adapt to business needs
    * Create Knowledge Base Articles / Technical Notes
    * Strong organizational skills
    * Ability to work independently
    * Listen, comprehend and communicate on the fly

Other Job Information

Vacancy type:	Full Time	Contact Mode:	not provided
Fax:	972 9 743 4282	Contact Name:	not provided
Job Duration:	not provided	Phone:	972 9 775 3777
Email:	nicesystemsemea@nice.com