Technical Solutions Expert
5 days ago
We are seeking a skilled Technical Solutions Expert to join our team. The successful candidate will provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution.
This role is crucial in mitigating financial risks for clients and enhancing the value they receive from our solutions. By restoring service promptly, improving understanding, and addressing chronic issues, we not only boost customer satisfaction but also contribute to their long-term success and loyalty.
To succeed in this position, you will need to demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area. You will also be expected to exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders.
- Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment.
- Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues.
- Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues.
The ideal candidate will have a Bachelor's degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required. Additionally, 5+ years' technical customer service experience, preferably in technical support, is essential.
We offer a fast-paced, collaborative, and creative environment where every day is an opportunity to learn and grow. Our teams are comprised of the best of the best, and we are committed to equal opportunities for all applicants.
As part of our NICE-FLEX hybrid model, you will enjoy maximum flexibility with 2 days working from the office and 3 days of remote work each week. This allows for face-to-face meetings, teamwork, and collaborative thinking that generates innovation and new ideas.
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