Tech Stack

Description

You will provide technical assistance to resolve end-user connectivity issues with NICE products. Your day involves troubleshooting escalated customer issues, coordinating with internal teams, and working tickets via web-based systems, email, chat, and voice. You'll analyze logs, troubleshoot VoIP and network services, and ensure a positive customer experience.

Requirements

• Associate degree or working towards Bachelor's in CS, MIS, or equivalent experience
• 3-5 years customer service experience, preferably technical
• Excellent technical, troubleshooting, and analytical skills
• Understanding of network topology and telecom architecture (PBX, Carriers, VoIP)
• IP Telephony/Telecommunications experience (bonus)

Responsibilities

• Work tickets via web-based ticketing system, email, voice, or chat
• Troubleshoot and fix end-user application issues
• Record and route incidents to specialist groups
• Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
• Open and monitor incidents with 3rd party providers, pull and analyze logs