Tech Stack

Description

You will deliver technical support to end users on NICE Recording software, resolving application issues and ensuring the health of hosted solutions. You'll investigate and troubleshoot problems, document solutions, and administer updates and upgrades to meet contractual SLAs.

Requirements

• Minimum 2+ years experience with Nice/Verint or other recording platforms preferred
• Experience troubleshooting voice and data networks
• Knowledge of Microsoft OS, Networking, SQL, Security, and VoIP technology
• Telephony experience with PBX, Switch, ACD vendors (Avaya, Nortel, Aspect, Siemens, Cisco) preferred
• Strong customer service orientation and communication skills

Responsibilities

• Field incoming problems from end users to resolve application issues per contractual SLAs
• Investigate and resolve customer issues using product knowledge and troubleshooting skills
• Record, track, and document problem-solving process through final resolution
• Prioritize, schedule, and administer software updates, upgrades, and major releases
• Perform hands-on fixes including installing/upgrading software, database exports, and system configuration