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Senior Customer Service Engineer

1 month, 3 weeks ago
United States
Full-time
Senior
Customer Success
Customer and Technical Support
Apply Now
Nice Côte d'Azur

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
Founded 1960
View All Jobs 47

Description

  • Provide customer support during standard business hours via phone, chat, email, and screen sharing, with occasional extended hours for critical issues.
  • Build and maintain strong relationships with new and existing customers.
  • Serve as a trusted technical resource and advisor for customer needs.
  • Own customer satisfaction by handling concerns, change requests, work orders, and service-related issues.
  • Triage, troubleshoot, and resolve reported customer issues in a timely manner.
  • Partner with Technical Support, Professional Services, Product Management, Engineering, and other teams to drive resolution within SLA targets.
  • Develop and maintain deep knowledge of NiCE products and the technologies used by assigned customer accounts.
  • Build expertise in telecommunications, contact center technologies, and related industry solutions.
  • Understand each customer’s contact center environment and business objectives and show how NiCE solutions support their goals.
  • Monitor product and service usage, identify improvement opportunities, and help define next steps for continued customer success.

Requirements

  • 5+ years of college education or equivalent professional work experience.
  • 5+ years of customer service experience supporting software solutions.
  • 5+ years of contact center industry experience.
  • Demonstrated experience working collaboratively in a team environment and contributing to organizational success.
  • Strong understanding of contact center operations, business processes, and supporting software technologies.

Interested in this position?

Apply directly on the company website

Apply Now

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