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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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingcustomer supporttechnical resourceservice-related issue resolutionSLA managementtelecommunicationscontact center technologiessoftware solutionsbusiness process understandingcustomer satisfaction
Soft Skills
customer relationship managementcollaborationteamworkcommunicationproblem-solvingorganizational successcustomer advocacyadaptabilitycritical thinkinginterpersonal skills