NICE Systems Looking for Technical Support Engineer (FLS) at Pune, Maharashtra Full Time

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

Scope and Responsibilities

Receives customer escalations and Troubleshoot issues by resolving them with maximum customer satisfaction.

Take full ownership on customer problem / cases, monitor for proper and on time feedback.

Act as the front line technical contact to interact with customers (business partners and direct customers).

Document and track all problems, enquires and events in the CRM system.

Try to resolve the case remotely, if can’t be resolved due to complexity, urgency, ability escalate to the higher team.

Key Challenges

Keep good customer communication, help in professional manner to collect the needed information and proper escalation to higher team.

Be able to resolve remote customer issues, configuration and basic problems.

Maintain the KPI which is part of the customer support targets.

Key Decisions

To judge, with the team manager a proper support in supporting customers in timely manner. Verify and escalate cases from key customers or accounts.

Escalate sensitive/urgent cases to the team manager and follow up with the customer.

Use proper resources for case resolution; work closely with other teams to locate the best customer solution.

Education

BE, BTech or any equivalent technical degree.

Requirements

Experience: 1 – 4 years

Please Note: This job requires regular night and weekend work. This is scheduled with as much advanced notice as possible.

At least 6 months – 3.5 years’ experience with customer support in one of following areas:

Linux/Unix

SQL database

Web application

AWS

Scripting

Must have very strong PC knowledge (Win2003, win 2008) and Microsoft Network knowledge.

Strong troubleshooting and problem solving skills

Excellent communication / interpersonal skills

Team Player – ability to work well in a close team environment

Customer support experience, international is advantage.

Good communication skill in writing and verbal. A strong aptitude for investigation, analysis and problem solving.

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.

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.