Company Description

You will be the technical contact for various large priority clients of NICE products and request technical assistance via many channels including, phone, email, and various web contact methods (chat, e-Services). You will quickly get to the root of customer problems by gathering all the necessary technical information then analyzing, troubleshooting, and ultimately resolving customer product concerns

Job DescriptionWork with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issuesMaintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updatesConduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalationsParticipate in knowledge transfer activities as requiredWork in accordance with NICE support process, procedures, contractual SLA’sDocument all interactions related to services requests (SRs) in NICE Support System in accordance with SLATravel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers and NICE staff

QualificationsAdvanced English Level (B2 or higher)Minimum 2 years experience supporting large, global, complex enterprise software clientsBachelor's degree in Computer Science, Software Engineering or similar technical disciplineMinimum 2 years experience working mainly on Server issuesNetwork troubleshooting skills (working with different tools)Experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etcAbility to detect and troubleshoot SQL Server related CPU,memory,I/O, disk space and other resource contentionStrong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication.Minimum 2 years’ experience in customer support serving global customers Must be available to work during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situationsExcellent verbal and written communication skills

Additional Information

This role works under a Hybrid Model (2 days On-site, 3 days at home)

Our facilities are located in Sutherland - Torre Krystal, Bogota.