Description
Sutherland is seeking a reliable and detail-oriented person to join us as Technical Support Engineer. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
The purpose of this role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management software solutions efficiently and effectively in fulfilling business objectives. The Engineer is also responsible for the health and well-being of our customers’ cloud solutions. Also, they will need to manage tasks to troubleshoot and resolve customer’s technical issues.
Technical Support Engineer in this role gets to:
- 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, through frequent customer updates
- Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
- Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
- Participate in knowledge transfer activities as required
- Work in accordance with NICE support process, procedures, contractual SLA’s
- Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
- Participate in early installations and collect customer feedback (both internal & external) for ongoing product improvement
- Travel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers & NICE staff
Qualifications:**
- College degree (preferable) in relevant technology field
- Prioritise, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems
- Develop and document change requests capturing all customer requirements- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies-
Requirements:
- Experience in technical customer service related industry, working in a global environment (supporting customers & partners worldwide)
- Excellent English verbal and writing communication skills (and preferably additional foreign language)
- Strong knowledge of Linux, Shell scripting, SQL, PL/SQL scripting for the analysis and resolution of customer issues
- Experience with building and maintaining databases for query and problem tracking
- Demonstrable experience of supporting industry standard database platforms within the IT industry i.e. Oracle, SQL Server, DB2- Working knowledge of administrating UNIX, Linux or Windows servers
- Working knowledge of Relational Database principles and methodologies
- Proven experience with troubleshooting principles
- Able to develop and interpret technical documentation for training and end user procedures- Extensive Sales and Service Performance Management product knowledge (Training will be provided)
- Working knowledge of software development principles would be advantageous
- Good analytical and problem-solving abilities
- Strong written, mathematical, oral, interpersonal, and presentational skills
- Team player - ability to work well in a close team and collaborative environment
- Highly self motivated and directed
- Fast learner with ability to educate her/himself on relevant technologies
- Ability to effectively prioritise and execute tasks in a high-pressure environment
- Ability to present ideas in a business and user-friendly language
- Ability to remain focused and calm under pressure
- Serviceability approach
- Positive “can do” approach