NICE - Senior Customer Service Engineer
Requirements
• 5+ years of college education or equivalent professional work experience. • 5+ years of customer service experience supporting software solutions. • 5+ years of contact center industry experience. • Demonstrated experience working collaboratively within a team environment and contributing to overall organizational success. • Strong understanding of contact center operations, business processes, and supporting software technologies. • What Success Looks Like • The successful Customer Success Engineer delivers exceptional customer experiences by combining technical expertise with a consultative approach. They proactively build trusted customer relationships, collaborate effectively across internal teams, resolve technical challenges efficiently, and ensure customers maximize the value of their NiCE solutions while achieving their business objectives. • 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. • 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.
Responsibilities
• Provide support to customers during standard business hours through phone, chat, email, and screen sharing, with occasional extended hours as required for critical customer concerns. • Build and maintain strong customer relationships while serving as a trusted technical resource. • Own customer satisfaction by addressing overall concerns, change requests, work orders, and service-related issues. • Perform effective triage and troubleshooting for reported customer issues and provide timely resolutions. • Partner with internal teams—including Technical Support, Professional Services, Product Management, Engineering, and other cross-functional organizations—to ensure technical challenges and customer requests are progressing toward resolution within established SLA targets. • Develop and maintain in-depth knowledge of NiCE products and the technologies utilized by assigned customer accounts. • Build expertise in telecommunications, contact center technologies, and related industry solutions. • Gain a strong understanding of each customer's contact center environment and business objectives, demonstrating how NiCE solutions support their operational goals. • Monitor product and service usage, understand realized customer benefits and achievements, identify opportunities for improvement, and help define next steps that drive continued customer success.
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