▷ (28 / 09 / 2025) NICE - Tier 2 Support Engineer Pipeline...

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, and contractual SLA’s.
• Document all interactions related to service requests (SRs) in NICE Support System in accordance with SLA.
• Travel to customer sites when required to resolve product issues as well as introduce new products to beta customers and NICE staff.

Qualifications

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.

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