Associate Technical Support Engineer, CX

18 hours ago

Manila, Philippines NiCE Full time
Overview

Associate Technical Support Engineer, CX — NiCE, Manila, National Capital Region, Philippines.

Responsibilities
  • Develop expertise in core technologies and additional specialty areas, striving to enhance skills continuously.
  • Provide friendly and effective technical support to customers via various channels, ensuring their confidence in our assistance.
  • Actively listen to customers, ask relevant questions, and appropriately challenge them to ensure thorough issue understanding.
  • Take ownership of each assigned incident from start to resolution, providing timely updates and maintaining communication throughout the process.
  • Collaborate with customers to determine the severity and priority of each issue, adhering to SLA targets for resolution.
  • Focus on root cause correction to prevent issue recurrence, proactively pulling challenging cases to sharpen skills.
  • Create and update knowledge base articles using KCS methodology, contributing to the collective knowledge of the team.
  • Continuously develop industry knowledge, identify and report software issues, maintain consistent performance, and avoid escalation through effective communication and resource engagement.
Qualifications
  • Requires an associate degree or working towards a Bachelor’s degree in Computer Science, Business Information Systems, Networking, or a related field, or equivalent experience.
  • Minimum 2 years of experience in technical support, specifically supporting Internet Service Providers, networks, or business software.
  • Proficient in at least one technology area such as Contact Center Solutions, ACD and IVR, Telephony/Telecommunications, Computer Networking, Programming, or Integrations.
  • Strong technical skills encompassing protocols, databases, APIs, scripting, debugging, and browser applications.
  • Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing).
  • Familiarity with CRM systems such as Salesforce; ability to analyze SIP ladders and browser logs.
  • Exceptional written and verbal communication skills, adept at capturing details during conversations while maintaining assertiveness and friendliness.
  • Effective time management and multitasking abilities in dynamic, interrupt-driven environments.
  • Demonstrated ability to work independently and collaboratively in fast-paced settings, with adaptability and strong problem-solving skills.
Role details
  • Reporting into: Tech Manager
  • Role Type: Individual Contributor
  • Location: NiCE Manila, National Capital Region, Philippines
About NiCE

NiCE software products are used by thousands of global businesses to deliver extraordinary customer experiences, fight financial crime, and ensure public safety. NiCE software processes more than 120 million customer interactions daily and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

#J-18808-Ljbffr

  • Associate Technical Support Engineer, CX

    2 weeks ago

    Manila, National Capital Region, Philippines NiCE Full time $80,000 - $120,000 per year

    At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.At NICE, we don't limit our challenges. We challenge our limits....

  • Associate Professional Services Engineer, CX

    7 days ago

    Manila, National Capital Region, Philippines NICE Full time

    OverviewAssociate Professional Services Engineer, CXAt NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what's the...

  • Associate Professional Services Engineer, CX

    13 hours ago

    Manila, Philippines NICE Full time

    Overview Associate Professional Services Engineer, CX At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So,...

  • Lead NOC Engineer, CX

    2 days ago

    Manila, National Capital Region, Philippines NICE Systems Full time ₱900,000 - ₱1,200,000 per year

    So, what's the role all about?Our NOC Engineers ensure the maximum possible service availability and performance for all CX products. You will provide support for Technical Support, R&D, Product, and other internal teams while also providing a central hub of communication regarding the status and ongoing events within the network and platform. This is...

  • Software Engineer, CX

    2 weeks ago

    Manila, National Capital Region, Philippines NICE Systems Full time $80,000 - $120,000 per year

    So, what's the role all about?A Software Engineer's main purpose is to help design, build and optimize Microsoft SQL Server databases for a cloud-based commercial software development project. Software Engineers use tools and methodologies to create representations for functions and user interfaces of desired products. This position may also be responsible...

  • Lead NOC Engineer, CX

    4 days ago

    Manila, National Capital Region, Philippines NiCE Full time ₱1,200,000 - ₱2,400,000 per year

    At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what's the role all about?Our NOC Engineers ensure the maximum...

  • Lead NOC Engineer, CX

    12 hours ago

    Manila, Philippines NICE Full time

    Overview At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. So, what’s the role all about? Our NOC Engineers ensure the maximum possible service availability and performance for all CX products. You will provide...

  • Software Engineer, CX

    2 weeks ago

    Manila, National Capital Region, Philippines NICE Full time $90,000 - $120,000 per year

    At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what's the role all about?A Software Engineer's main purpose is...

  • Software Engineer, CX

    2 weeks ago

    Manila, National Capital Region, Philippines NICE Full time $80,000 - $100,000 per year

    At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what's the role all about?A Software Engineer's main purpose is...

  • Software Engineer, CX

    2 weeks ago

    Manila, National Capital Region, Philippines NICE Full time

    OverviewAt NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.What's the role all about?A Software Engineer's main purpose...