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 Description
- Work with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
- Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
- Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
- Participate in knowledge transfer activities as required
- Work in accordance with NICE support process, procedures, contractual SLA’s
- Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
- Travel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers and NICE staff
Qualifications
- Advanced English Level (B2 or higher)
- Minimum 2 years experience supporting large, global, complex enterprise software clients
- Bachelor's degree in Computer Science, Software Engineering or similar technical discipline
- Minimum 2 years experience working mainly on Server issues
- Network 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 etc
- Ability to detect and troubleshoot SQL Server related CPU,memory,I/O, disk space and other resource contention
- Strong 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 / situations
- Excellent 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.
Top Skills
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.
For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.
We call it One Sutherland. #MakeDigitalHuman
