Industry: IT Support
Date of posting: 20/09/2021
Vacancy: Multiple
Experience: 1-3 Years’ relevant experience on NICE
Work Location: No C2 807 & 808, Skyline Wealth space, Premier Road, Vidyavihar (West) Mumbai 400086
Salary: As per the Industry standards
Education Qualification:
- BE/BSc/Diploma in IT, Electronics/Telecommunications, Computer Science
Need hands on experience/knowledge on the following areas:
- Knowledge Deployment & Troubleshooting experience on NICE applications like NIM, NRX, NTR, NTRX & Engage
- Knowledge of Virtual Machines (VMWare)
- Knowledge of Windows server OS (2008 and above), SQL Database and Web application
- Knowledge & understanding of various troubleshooting tools like Wireshark, Network monitoring, etc
- Good experience on Ticketing tools like Jira, Zendesk, Mantis, etc
- NICE Certification is a plus
Must have:
- Hands on experience on NICE applications
- Excellent Communication skills (written & verbal)
- Good Documentation / Presentation Skills
- Build & maintain relationships with employees, stakeholders, customer & clients (international)
Responsibilities:
- Working in 9 hour rotational shifts covering 24*7 support desk
- Customer satisfaction is of utmost importance by owning and performing end-state resolution and following the protocol of timely updates
- Utilize the job ticket system to log all requests and activities including documentation of special requests and solutions to problems for future use by other Techs, Engineers or Analysts
- Verifying information according to companies’ database, checking eligibility and level of support according to contract
- Gathering information regarding the technical problem that occurred in order to diagnose the problem in the system
- Connecting remotely to the customer’s system to try to resolve or diagnose the problem
- Understanding the root cause of the problem and trying to define a long-term solution
- Managing requests in the CRM/Ticketing system
- Escalating cases to higher tiers according to the defined protocols or by taking the required decision on a situation basis
- Gather deep-dive knowledge of our products which will play a key role in the success of servicing our customer
