Support Engineer

About this role

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Support Engineer role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management, Contact Analytics and/or WFM software solutions efficiently and effectively in fulfilling business objectives. The Application Support Consultant/T2 is also responsible for the health and well-being of our customers’ hosted solutions.

How will you make an impact?

• Field incoming problems from end users to resolve application issues in accordance with end user contractual SLA’s.

• Investigate and resolve customers’ issues through the use of product knowledge, excellent troubleshooting skills and involvement from Services and Engineering/R&D expert resources.

• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.