Want Job Alerts? Join UsNICE Recruitment 2025 Hiring Details:
About Company:
At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
Job Profile: Associate Support Engineer
Degree Required: B.E/B.Tech
Experience Required: 0 – 2 years
Salary/CTC: Best in Industry
Work Location: Pune
Nice Product Summary:
NICE’s Product offers a web-based Workforce and Quality management platform. The saas platform readily integrates with CRM systems like Salesforce, Zendesk and CcaaS platforms like Talkdesk, Dialpad allowing brands to monitor agent adherence, occupancy and grade their performance.
So, what’s the role all about?
We are seeking a Technical Support Engineer with a strong understanding of cloud applications and exceptional troubleshooting skills. The ideal candidate will have experience working with Application Support, Inspect network activity via browsers, and understanding of digital CRM/telephony platforms, along with DB function. You will be responsible for diagnosing and resolving technical issues, contributing to the knowledge base, and ensuring seamless customer experiences across multiple systems.
The Technical Support Engineer role is to deliver technical support to end users about how to use and administer the NICE Quality/Performance Management and WFM software solutions.
How will you make an impact?
- Diagnose and resolve issues related to Nice’s Product cloud applications.
- Proactively identify and escalate unresolved issues to the appropriate teams to maintain system stability.
- Provide timely and accurate technical assistance through a ticketing system.
- Ensure customer satisfaction by maintaining high-quality responses and efficient resolution times.
- Maintain quality and on-going internal and external communication throughout your analysis.
- Prioritize daily tasks and manage critical issues and situations.
- Contribute to the Knowledge Base, document troubleshooting and problem resolution steps
- Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
- Assist customer support (Tier 2 teams) with troubleshooting product issues/questions.
Have you got what it takes?
- Should have 0-2 years of experience in working with Application Production Support, preferably on SaaS hosted applications on AWS, Azure, or Google Cloud.
- Working knowledge of administrating UNIX, Linux or Windows servers.
- Should have working knowledge of DB, MongoDB/MSSQL.
- Familiarity with CRM platforms like Salesforce, Zendesk, Freshworks, Kustomer,.
- Good to have knowledge of SAML or other identity providers, SSO tools like Okta, One Login, etc.
- Good to know platform tools such as Postman to replicate, test, and debug API requests.
- Experience of supporting Web based applications
- In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
- At least 1 year of technical experience within the industry and/or proven customer support experience Globally, preferably within contact center applications
- At least basic knowledge on Wireshark, Microsoft Office
- Telephony background would be an extra perk to have.
- Good IT skills in troubleshooting and ownership from begin to end.
Apply Before the link Expires for NICE Recruitment 2025 Hiring.
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Note: Shortlisted candidates will receive an email/call for the further interview process.