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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
troubleshootingcustomer supporttechnical resourceservice-related issue resolutionSLA managementtelecommunicationscontact center technologiessoftware solutionsbusiness process understandingcustomer satisfaction
Soft Skills
customer relationship managementcollaborationteamworkcommunicationproblem-solvingorganizational successcustomer advocacyadaptabilitycritical thinkinginterpersonal skills
Tools & Technologies
NiCE productsscreen sharing toolsemail support systemschat support platformsphone support systemsmonitoring toolsservice management softwarecustomer relationship management (CRM) systemscontact center softwareprofessional services tools
Industry Keywords
contact center industrycustomer servicebusiness objectivesoperational goalscustomer successtechnical supportcross-functional collaborationchange requestswork orderscustomer benefits
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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
Comp & perks- Health insurance
- Paid time off
- Flexible working arrangements
- Professional development opportunities