KCS Group

Technical Support Engineer   




  inContact, Inc | Cloud & Contact Center Solutions is looking for Technical Support Engineer



Job Description

Candidate should have University education or similar level obtained by work experience in Computer Science. In-depth, hands-on knowledge of and experience with enterprise and desktop applications. Should have a good Linux/Unix exposure on different flavor of Servers.

Should have good Database expertise, Oracle/ MS SQL.
Working knowledge of administrating UNIX, Linux or Windows servers.
Experience of supporting Web based applications

Job Responsibilities:

As L2 and L3, Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address CSS Recording and Compliance application related product issues and resolve high-level issues.
Maintain quality and on-going internal and external communication throughout your analysis
Implement and install CSS products all over the world (first of a kind installs)
Provide the highest level of support and minimize R&D escalations.
Prioritize daily tasks and manage critical issues and situations.

Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers.
Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
Involved with and you are the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of the CSS products
Develop training materials to be used by all engineers working with CSS Software, internal and for Business Partners as part of the NPI process.
 

Work Experience

3 to 6 Years

Level

 Junior - Executive, Assistant 


Job Function
Operations/Customer Service, Technical Support, Customer Service (Voice), Customer Service (Web)


Vacancies
Not Specified 


Industry
IT-Software 


Job Location
Pune, India 


Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech


Salary
Not Specified


Key Skills
Technical Support, IT Helpdesk, Application Support, Production Support, Customer Support


Company Info
With NICE, its never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the worlds #1 cloud native customer experience platform, CXone, were a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transformand elevateevery customer interaction.
 


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