Technical success advisor iiNICE CXone

Description
Technical Success Advisor II
Location: Taguig City, Philippines
Technical Success Advisor is responsible for providing world class service to Nice inContact's customers. The position will include building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to product and/or services, ensuring the current solution is configured to deliver value, acting in a consultative fashion, and coordinating with internal departments to provide a collaborative solution that will leave the NICE inContactTM customer with a positive experience.
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 reference-ability for all assigned 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
Engage in proactive communication with each assigned customer on at least a monthly basis as their named TSA, ensuring that they achieve their business objectives, achieve success with the solution, and are using the solution in the most successful way possible
Partnering with other inContact employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution
Develop in depth knowledge of inContact products and associated technologies, especially those employed by assigned accounts
Develop expertise and maintain currency in telecommunications, contact center, and related technologies
Become familiar with a customer's contact center and business, and learn how inContact's solutions help them meet their business needs
Understand the product/service usage, realized benefits, achievements, opportunities and next steps for assigned accounts
JOB REQUIREMENTS
5+ years of college education, or equivalent work experience
​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
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 CXone

Taguig City, Metro Manila
Permanent
Full-time