Technical Support Engineer (Tier2)

The Technical Support Engineer are responsible for processing and updating customer information and resolve any emerging problems that customers may face.

NICE Global is a fun, dynamic and innovative company driven by performance. With over 30 years of combined experience, NICE consists of an all-star team dedicated to ensuring that we retain, train and deploy the highest talent possible. 

Technical Support Engineer Responsibilities include:

• Provide technical and customer support for Parallels products

• Responding to customers’ inquiries (via CRM tool, phone & email and remote) while ensuring proper documentation 
• Researching and identifying solutions to software and hardware issues by asking customers targeted questions to quickly understand the root of the problem
• Prioritizing and managing several open issues at one time
• Documenting technical knowledge in the form of articles and manuals
• Contribute to the Knowledge Base 
• Properly and timely escalating unresolved issues to appropriate internal teams (QA, R&D and PM)
• Being customer advocate while collaborating with the internal teams
• Meeting the set goals and KPI’s

 Requirements:

• Fluent knowledge of the English language (verbal and written) 
• Excellent communication skills and high stress tolerance
• High customer service orientation
• Ability to quickly learn, understand and explain technical information
• Willingness to learn and stay up-to-date on the latest technologies related to and beyond the scope of work
• Problem solving and multitasking skills
• Excellent time management skills
• Ability to work in a team and independently
•  

Required Technical Skills:

• 2+ years of experience as an IT customer service professional or in IT administration is a plus
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk or similar role
• Hands-on experience with Windows/macOS environments
• Good understanding of operating systems, mobile devices and other technologies
• Ability to diagnose and efficiently troubleshoot technical issues
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, macOS or similar technologies is a plus

 What we offer:

• Dynamic and challenging work in a multinational environment
• Opportunities for career growth and career development
• Internal training and certifications

 Benefits of working for NICE Global include the following:

• Paid Training
• Hourly base pay 
• Subsidized Lunch/beverages
• Free round-trip Transportation 
• Health and life insurance coverage (after 120 days)
• Potential for KPI performance incentives 
• Upward mobility

Thank you for your interest in this opportunity; only short-listed candidates will be contacted.