Customer Service Engineer

So, what’s the role all about?

Customer Service 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.

How will you make an impact?

• Work primarily during customers' core business hours, utilizing phone, chat, email, and screen sharing for customer interaction, with occasional extended hours for critical concerns.
• Ensure customer satisfaction, retention, and reference-ability for assigned accounts by addressing overall concerns, change requests, work orders, and resolving service or billing issues.
• Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, balancing with proactive activities.
• Proactively communicate with each assigned customer on a monthly basis as their named CSE, ensuring they achieve business objectives and success with the solution.
• Collaborate with internal teams (technical support, professional services, product management, engineering) to ensure technical challenges and other issues are handled within SLA targets.
• Develop in-depth knowledge of NICE products and associated technologies, focusing on those employed by assigned accounts.
• Gain expertise and maintain currency in telecommunications, contact center, and related technologies.
• Understand how NICE solutions support a customer's contact center and business needs, including product/service usage, benefits, achievements, opportunities, and next steps for assigned accounts.

Have you got what it takes?

• College education or five (5) years equivalent work experience.
• 5+ years of customer service experience in software.
• Proven ability to work effectively on a team and contribute to the organization's overall success.
• Understanding of contact center business and software.
• Willingness to work night shifts.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 4610
Reporting into: Manager, Customer Success
Role Type: Individual Contributor