NICE logo
NICE

Make experiences flow.

Senior Customer Service Engineer

Field EngineerField EngineerFull TimeRemoteSeniorTeam 5,001-10,000Since 1991H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

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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