Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure

Consumer Discretionary

Founded 1960

110 open positions

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Customer Service Engineer

4 hours, 27 minutes ago

Philippines

Full-time

Mid Level

Technical Support Engineer

Customer and Technical Support

Apply Now

Nice Côte d'Azur

Hotels, Restaurants & Leisure

Founded 1960

View All Jobs 110

Description

Serve as the primary point of contact for assigned customer accounts and manage ongoing communication and satisfaction.
Conduct regular check-ins, business reviews, and health checks to identify and address customer needs proactively.
Diagnose and resolve technical issues across NICE platforms, escalating complex cases to the appropriate internal teams when needed.
Ensure adherence to SLA targets for response, resolution, and customer communication.
Document issues, root causes, and resolutions in the Jira Service Management ticketing system.
Perform accurate ticket triage, including priority tagging from P1 to P4 and timely stakeholder updates.
Partner with Product, Engineering, and other internal stakeholders to resolve escalated or complex issues.
Communicate customer feedback and recurring issues to support service improvement initiatives.
Develop in-depth knowledge of NICE products and related technologies to provide expert client support.
Abide by company policies, processes, and the Code of Conduct while performing additional duties as assigned.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent work experience.
4+ years of experience in a technical support, customer service engineering, or service desk role.
2+ years of B2B customer support experience.
Experience working with enterprise software platforms or SaaS products is strongly preferred.
Familiarity with NICE products such as CXone, or similar platforms, is an advantage.
Experience developing and maintaining knowledge base articles, FAQs, SOPs, and troubleshooting guides.
Solid understanding of contact center technologies, cloud platforms, and SaaS environments.
Proficiency with ticketing and service management tools such as Jira Service Management or ServiceNow.
Excellent verbal and written English communication skills.
Ability to troubleshoot technical issues independently and escalate effectively when needed.
Customer-first mindset with empathy, professionalism, and the ability to handle challenging situations.
Highly organized with strong attention to detail and effective time management skills.
Collaborative team-player experience in fast-paced, cross-functional environments.
Strong problem-solving, critical-thinking, and sound judgment skills.
Ability to work nights, weekends, holidays, and shifting schedules in a 24x7 environment.
Ability to work independently and as part of a global team.
Strong interpersonal and presentation skills with the ability to tailor communication to different audiences.

Benefits

Opportunity to join a global, market-leading company with a fast-paced, collaborative, and creative environment.
Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
Continuous learning and growth opportunities in an innovative organization.
Work with high-performing teams in a company recognized for leadership in AI, cloud, and digital.
Equal opportunity employer committed to fair consideration for all qualified applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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