Technical Support Engineer iiNICE inContact

Description
Technical Support Engineer II
Location: Taguig City, Philippines
​The Technical Support Engineer II will provide technical assistance on applications to resolve end-user issues with the NICE inContactTM suite of products. Duties of this position will include troubleshooting and diagnosing escalated customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the NICE inContactTM customer with a positive experience and a product that meets their needs. The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods - email, chat and voice.
As a Technical Support Engineer II, a Typical Day Might Include the Following:
Work tickets via web-based ticketing system, email, voice or chat
When working tickets:
Validate for correct prioritization and monitor communication to users of progress
Fix end-user issues that can be resolved on applications
Record and route incidents to specialist groups
Provides resolution and recovery of incidents not
Keep clear and thorough records in the ticketing system of all actions taken
Escalates incidents when necessary
Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
Opens and monitor incidents created with 3rd party providers
Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
Reads and analyzes network diagrams
Regularly works flexible schedule and on-call services
To Land This Gig You'll Need:
​Associates Degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
3-5 years work experience in a customer service field, preferably in a technical capacity
Excellent technical, troubleshooting and analytical skills
Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
Excellent communications skills - written and verbal and ability to handle all interactions with internal and external clients with professionalism
Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)
Experience Preferred:
2+ years in a technical support role in software or telecommunications environment.
IP Telephony/ Telecommunications experience
Experience in a telephony/telecommunications
Dialer knowledge and Workforce Management experience
Web Services and API knowledge and understanding of conceptual use
Competent in database and SQL concepts
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 inContact

Taguig City, Metro Manila
Permanent
Full-time