Job Description
Support direct Customer Support teams, Business Partners and Customers Globally to address the related product issues and resolve high-level issues acting as a Level 2.
Maintain quality and on-going internal and external communication throughout your analysis.
Provide high level of support and minimize R&D escalations.
Prioritize daily missions/cases and mange critical issues and situations.
Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers.
Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
Take full ownership on customer problem/cases, monitor for proper and on time feedback.
Install NICE product update packs and hot fixes.
Qualifications
MUST have at least 2 years’ of experience in Technical Customer Support serving global customers.
Telephony/CTI background (Avaya, Cisco, etc) and advance knowledge on IP phones communication
Strong troubleshooting and problem-solving skills
Excellent communication (Written and Verbal) / interpersonal skills
Customer support experience, international is advantage
Basic understanding of the User permissions, Group Policy, Firewalls for Windows Operating Systems (2008/2012).
SNMP protocol and monitoring solutions.
Technical experience with Web/Enterprise Applications. (IIS, XBAP, etc.)
Good understanding of SSL Certificates (HTTP/HTTPS).
Experience in Citrix or any other desktop virtualization technology an advantage.
Basic understanding of what system vulnerabilities are and their remediation.
Good knowledge and experience in MS SQL 2008, 2012: Database structure, administration, and scripting – an advantage
NICE Certification - NIM4.1/Engage ; high technical knowledge in NICE products – an advantage Knowledge on telephony audio and signaling protocols: SS7/VoIP/SIP - MUST
Networking experience. (including analyzing IP network traces using networking tools , example Wireshark)