Senior Customer Service Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer assistance to customers during regular business hours via phone, chat, email, and screen sharing, with occasional extended hours as necessary for urgent customer issues.

• Establish and nurture strong relationships with customers while acting as a reliable technical advisor.

• Take ownership of customer satisfaction by addressing overall concerns, change requests, work orders, and service-related challenges.

• Conduct effective triage and troubleshooting for reported customer issues, delivering timely solutions.

• Collaborate with internal teams—including Technical Support, Professional Services, Product Management, Engineering, and other cross-functional departments—to ensure technical issues and customer requests are moving towards resolution within defined SLA targets.

• Cultivate and maintain comprehensive knowledge of NiCE products and the technologies relevant to assigned customer accounts.

• Develop expertise in telecommunications, contact center technologies, and associated industry solutions.

• Acquire a deep understanding of each customer's contact center environment and business objectives, illustrating how NiCE solutions align with their operational goals.

• Track product and service usage, comprehend realized customer benefits and successes, pinpoint improvement opportunities, and help outline next steps that foster ongoing customer success.

⛳️ Requirements

• 5+ years of higher education or equivalent professional experience.

• 5+ years of customer service experience in supporting software solutions.

• 5+ years of experience in the contact center industry.

• Proven ability to work collaboratively in a team setting and contribute to overall organizational success.

• Strong grasp of contact center operations, business processes, and supporting software technologies.

🏝️ Benefits

• Health insurance

• Paid time off

• Flexible working arrangements

• Professional development opportunities