Role Description Solver is seeking a Technical Support Specialist I to join our Support team. In this role, you will provide initial to Tier 2 technical product support to customers through inbound and escalated channels including calls, email, chat, and video. You will handle customer inquiries, troubleshoot technical issues, assist lower-level support needs, and escalate more complex concerns when necessary. This role requires strong communication skills, a customer-first mindset, and the ability to diagnose and resolve technical problems effectively. This is an entry-level professional role with structured guidance and close supervision, offering strong development opportunities within the Support organization. What You’ll Do (Key Responsibilities) - Customer Support & Issue Resolution - Respond to customer inquiries via phone, Zendesk, and other support channels in a professional and empathetic manner. - Diagnose technical issues by asking probing questions, analyzing errors, and identifying root causes. - Provide clear, step-by-step troubleshooting guidance to resolve customer issues. - Technical Knowledge & Troubleshooting - Develop and maintain working knowledge of the Solver suite, with emphasis on Reporting. - Stay up to date with product updates to ensure accurate and relevant support. - Provide solutions and workarounds, escalating complex issues to higher-level support or engineering when needed. - Communication & Customer Experience - Clearly explain technical concepts to customers with varying levels of technical expertise. - Deliver exceptional customer service across all communication channels. - Use remote access tools to assist customers directly when required. - Case Management & Process Execution - Manage multiple support tickets simultaneously and prioritize based on urgency and severity. - Maintain accurate documentation of incidents and updates in tracking systems. - Contribute to knowledge sharing and content creation. Qualifications - Bachelor’s degree or equivalent experience. - Minimum of 3 years of experience in technical support or a related field. - Strong customer service and problem-solving skills. - Ability to communicate clearly in both written and verbal formats. - Ability to troubleshoot technical issues and guide users through solutions. - Strong interpersonal skills and ability to remain composed in challenging situations. Requirements - Performance & Quality Standards - First response time. - Customer satisfaction score. - Average number of replies to resolution. - Number of tickets handled. - Contribution to content creation. Benefits - Fully remote work environment. - Company-provided laptop. - Free HMO coverage plus 1 dependent. - Welcome gift on Day 1. - Profit-sharing plan. - Quarterly Kudos Awards. - Supportive, collaborative work environment. - 10 holidays. - 10 vacation leaves. - 10 sick leaves. - 1 birthday leave.

• Deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management software solutions efficiently and effectively • Manage tasks to troubleshoot and resolve customer’s technical issues • Work with various support / any NICE department (services, R&D…) and customers around the globe for end-to-end resolution of issues • Maintain high customer satisfaction throughout the entire problem resolution process • Conduct thorough and detailed troubleshooting to provide quality support • Availability during off-hours as per shift rotations • Document all interactions related to services requests (SRs) in NICE Support System • Participate in early installations and collect customer feedback • Travel to customer sites when required

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