Customer Service Engineer

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re 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

NICE Ltd. (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 crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ 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.