What's this all about:

The Senior DSE will provide technical assistance on applications to resolve an end-user's connectivity issues with the NiCE suite of products. Duties of this position will include troubleshooting and diagnosing escalated customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the NiCE customer with a positive experience and a product that meets their needs. The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods – email, chat and voice. 

A Typical Day Might Include the Following:

• Work tickets via a web-based ticketing system, email, voice, or chat


• When working tickets:
  
  
  
  • Validate for correct prioritization and monitor communication to users of progress
  
  
  • Fix end-user issues that can be resolved on applications
  
  
  • Record and route incidents to specialist groups
  
  
  • Provide resolution and recovery of incidents 
  
  
  • Keep clear and thorough records in the ticketing system of all actions taken
  
  
  
  


• Escalates incidents when necessary


• Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services


• Opens and monitors incidents created with 3rd party providers


• Pulls and analyzes logs for troubleshooting for contacts, applications, etc.


• Reads and analyzes network diagrams


• Regularly works flexible schedule and on-call services


• Effectively and professionally communicates with internal and external customers

To Land This Gig You'll Need:

• Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.


• 6+ years of work experience in a customer service field, preferably in a technical capacity


• Excellent technical, troubleshooting, and analytical skills


• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills


• Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism


• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively


• Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)

Bonus Experience:

• 4+ years in a technical support role in software or telecommunications environment.


• IP Telephony/ Telecommunications experience


• Experience in a telephony/telecommunications


• Dialer knowledge and Workforce Management experience


• Web Services and API knowledge and understanding of conceptual use


• Competent in database and SQL concepts