Technical success advisors (ce)NICE Systems

Position at NICE CXone
Technical Success Advisor (CE)
Location: Taguig City, PHL
About NICE and ContactEngine:
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the 100 largest corporations in the world, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions daily. Innovation efforts in cloud-native open platforms, artificial intelligence, and analytics drive the rapid growth of our software products, with reported revenues of USD 1.7 billion in FY 2020.
ContactEngine has recently become a part of the NICE CXOne suite and is a market leader in proactive conversational AI.
ContactEngine is a cloud-hosted conversation platform. Pro-active and omnichannel, ContactEngine leverages artificial intelligence, natural-language processing, and machine learning so that global brands can transform their customer journeys. ContactEngine disrupts the traditional call-centers, at just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-center predecessors. Our platform means that as well as lower cost, ContactEngine can drive corporate KPIs harder and faster and improve the customer experience.
More about the role:
We are looking for a technical success advisor who can provide strong customer support, service monitoring, and issue resolution, and pro-actively monitor service performance and identify opportunities for improvement. Using the inbound support queue you will respond to clients' and partners' support requests and investigate service alerts which can provide early indications of problems with the service or application. As a technical success advisor, you will have strong analytical and problem-solving skills to help you investigate / resolve/triage the support requests and alerts as appropriate.
When not handling support requests you will proactively monitor key performance metrics across allocated clients/services by using reports and your knowledge of the ContactEngine application. In doing this you will identify potential issues before they become a problem and be able to suggest improvements to the service.
Candidates will have experience supporting clients and excellent problem-solving and customer management skills. This position will also include working on-call.
Key Responsibilities:
Work largely during customers' core business hours, with occasional extended hours as deemed necessary on critical concerns
Develop in-depth knowledge of ContactEngine platforms and the client services
Partner with other ContactEngine 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
Monitor and respond to inbound support requests from our clients and alerts
Identify, investigate, escalate / mitigate / resolve issues raised
Document incidents and identify root causes to prevent chances of reoccurrence
Communicate with clients to gather appropriate information to address concerns
Provide timely updates on the status of pending support tickets
Identify and resolve client issues and create improvement opportunities
Proactively monitor dashboards and analyze key metrics to anticipate potential service impacting issues
Identify opportunities for improvements using your knowledge of the service
Provide on-call support to customers
Knowledge/Experience:
Basic Qualifications:
Ability to use sound judgment and decision-making skills to resolve issues quickly
Ability to multi-task, investigate, analyze, and problem-solve complex issues
Ability to develop effective working relationships with internal and external teams
Ability to be flexible with work schedule (nights, weekends, holidays)
A willingness to learn in a fast pace environment
Ability to work in a global team as well as independently
Clear and concise written and spoken communication skills
Ability to think critically in resolving customer issues
Strong presentation skills, excellent ability to present written information in a structured, balanced form tailored to the audience
Strong interpersonal skills and the ability to adapt to a complex and changing environment
ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's No. 1 cloud customer experience platform, NICE inContact CXoneTM, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation, and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
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 Systems

Taguig City, Metro Manila
Permanent
Full-time