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Technical Support Specialist

1 week ago

Manila, National Capital Region, Philippines NICE Full time

**Job Overview:**

NICE is a leading provider of software solutions for customer experience and contact center operations. We are seeking an experienced Technical Support Specialist to join our team.

The successful candidate will play a vital role as the first point of contact for customers, assisting with technical support and troubleshooting issues related to our contact center software solutions.

**Key Responsibilities:**

  • Provide friendly and effective technical support to customers via various channels, ensuring their confidence in our assistance.
  • Actively listen to customers, asking relevant questions, and appropriately challenging 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.

**Requirements:**

  • An associate degree or working towards a bachelor's degree in computer science, Business Information Systems, Networking, or similar field, or equivalent experience.
  • Minimum 2 years' experience in technical support, specifically supporting Internet Service Providers, networks, or Business Software.
  • Proficient in at least one technology area such as Contact center software, Telecommunications, Computer Networking, Programming, or Integrations.

About NICE:

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

We offer a collaborative, fast-paced environment where you can learn, grow, and innovate. Our teams work together to create value for our customers and stakeholders.