At NICE, we dont limit our challenges. We challenge our limits. Constantly. Were relentless. Were ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if youre like us, we can offer you the kind of challenge that will light a fire within you.
Customer Service Engineer
Location: Taguig City, Philippines
Customer Success Engineer is responsible for providing world class service to NICE customers. The position will include building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to product and/or services, ensuring the current solution is configured to deliver value, acting in a consultative fashion, and coordinating with internal departments to provide a collaborative solution that will leave the NICE customer with a positive experience.
Major Functions/Responsibility
- Work largely during customers core business hours through phone, chat, email and screen sharing, with occasional extended hours as deemed necessary on critical concerns
- Responsible for customer satisfaction, retention and reference-ability for all assigned accounts, addressing overall concerns, change requests, work orders, and solving service or billing problems
- Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, while scheduling time for proactive activities
- Engage in proactive communication with each assigned customer on at least a monthly basis as their named CSE, ensuring that they achieve their business objectives, achieve success with the solution, and are using the solution in the most successful way possible
- Partnering with other NICE employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution
- Develop in depth knowledge of NICE products and associated technologies, especially those employed by assigned accounts
- Develop expertise and maintain currency in telecommunications, contact center, and related technologies
- Become familiar with a customer's contact center and business, and learn how NICE solutions help them meet their business needs
- Understand the product/service usage, realized benefits, achievements, opportunities and next steps for assigned accounts
Job Requirements
- 5+ years of college education, or equivalent work experience
- 5+ years customer service experience for software
- Working on a team, contributing to the overall success of the organization
- Understanding of contact center business and software
- Must be amenable to work on a night shift
About NICE
NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NICE software managesmore than120 million customer interactions and monitors3+billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
