Technical success advisor iiNICE inContact

Description
Technical Success Advisor II
Location: Taguig City, Philippines
Major Functions/Responsibility
Work largely during customers' core business hours through phone, chat, email and screen sharing, with occasional extended hours as deemed necessary on critical concerns
Responsible for customer satisfaction, retention and referenceability for all Care accounts, addressing overall concerns, change requests, work orders, and solving service or billing problems.
Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, while scheduling time for proactive activities
Partnering with other NICE inContact employees and teams to ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution
Demonstrate in depth knowledge of NICE inContact products and associated technologies, especially those employed by assigned accounts
Understand the product/service usage, realized benefits, achievements, opportunities and next steps for assigned accounts, and proactively communicate these with your accounts
Become familiar with each customer's contact center and business, know how NICE inContact's solutions meet their business needs, and help them improve their business success
Develop expertise and maintain currency in telecommunications, contact center, and related technologies
Assist other TSAs with their customer's accounts, working the TSA queue during assigned times, and providing advice to other TSAs as questions arise
Develop knowledge of product differentiators, industry trends and best practices through self-education and inContact's resources, and demonstrate subject matter expertise in a specific area
Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA) and are logged into the CRM system
Consistently and regularly update customer and account information, keeping it current in the CRM system
Tactfully and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customer's success
Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by inContact
Be the central point of contact for the customer when escalations occur, and take ownership in managing them to resolution
Make and meet commitments, building trust with customers
Present a professional image in communication, conduct, attitude and attire
Accountable for all actions, and reinforce accountability across all employees and teams in the company
Participate in team goal achievement and set personal goals that increase effectiveness and success
Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development
Participate in process improvement that will increase customer satisfaction and personal effectiveness
Always follow the company Code of Ethics, Values and Policies and Procedures
Communicate in an effective and professional manner with customers inside and outside of NICE inContact
JOB REQUIREMENTS
5+ years customer service experience for software
Working on a team, contributing to the overall success of the organization
Understanding of contact center business and software
Account management background, assisting named customers in their success with a company's products​​
2+ years of college education, or equivalent work experience​ required
PREFERRED EXPERIENCE
*Internal applicants must come from TSA I role or equivalent
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.
NICE inContact

Taguig City, Metro Manila
Permanent
Full-time