Make experiences flow.
Senior Customer Service Engineer
Location
United States
Posted
3 days ago
Salary
0
Seniority
Senior
Job Description
Senior Customer Service Engineer
NICE
• Provide support to customers during standard business hours through phone, chat, email, and screen sharing, with occasional extended hours as required for critical customer concerns. • Build and maintain strong customer relationships while serving as a trusted technical resource. • Own customer satisfaction by addressing overall concerns, change requests, work orders, and service-related issues. • Perform effective triage and troubleshooting for reported customer issues and provide timely resolutions. • Partner with internal teams—including Technical Support, Professional Services, Product Management, Engineering, and other cross-functional organizations—to ensure technical challenges and customer requests are progressing toward resolution within established SLA targets. • Develop and maintain in-depth knowledge of NiCE products and the technologies utilized by assigned customer accounts. • Build expertise in telecommunications, contact center technologies, and related industry solutions. • Gain a strong understanding of each customer's contact center environment and business objectives, demonstrating how NiCE solutions support their operational goals. • Monitor product and service usage, understand realized customer benefits and achievements, identify opportunities for improvement, and help define next steps that drive continued customer success.
Job Requirements
- 5+ years of college education or equivalent professional work experience.
- 5+ years of customer service experience supporting software solutions.
- 5+ years of contact center industry experience.
- Demonstrated experience working collaboratively within a team environment and contributing to overall organizational success.
- Strong understanding of contact center operations, business processes, and supporting software technologies.
Benefits
- Health insurance
- Paid time off
- Flexible working arrangements
- Professional development opportunities
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