• Provide technical assistance on applications to resolve end-users' connectivity issues with the NiCE suite of products • Troubleshoot and diagnose escalated customer issues • Act in a consultative fashion to arrive at mutually beneficial solutions for customers • Coordinate with internal departments to provide a collaborative solution • Work tickets via a web-based ticketing system, email, voice, or chat • Validate 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 • Provide resolution and recovery of incidents • Keep clear and thorough records in the ticketing system of all actions taken • Escalate incidents when necessary • Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services • Open and monitor incidents created with 3rd party providers • Pull and analyze logs for troubleshooting for contacts, applications, etc. • Read and analyze network diagrams • Regularly work flexible schedules and on-call services • Communicate effectively and professionally with internal and external customers

• Assist customers and act as an escalation point for Technical Support related issues within our Contact Center product. • Take on escalated, difficult troubleshooting situations and follow the ticket through to the final stage to ensure customer satisfaction throughout the entire process. • Provide front line, direct support to a designated customer segment and work closely with carrier partners to help ensure proper functioning of Intermedia products and service. • Support team members through escalation, resolution, and training.

• Manage, troubleshoot, and optimize cloud-based services • Act as a subject matter expert for cloud infrastructure • Lead investigation and resolution of complex customer issues • Prepare and conduct root cause analysis for incidents • Develop and maintain automation scripts using Python and Ansible • Provide end-to-end escalation, monitoring, and emergency support • Liaise with customers to deliver tailored technical solutions

• Respond to support requests through multiple channels and following documented processes • Document support interactions in a company-wide case management system • Document problems and solutions in short and clear articles for our knowledge domain • Advance unresolved issues to senior staff • Research, verify, and document product defects • Manage personal backlog of support requests • Manage customer and partner expectations by providing updates on progress • Participate in product BETA programs and product testing events organized by the product division development teams • Remain informed on improvements in supported products in relevancy to the ENI industry • Support the fundamental development of knowledge base quality • Influence product management and product development to make improvements