Customer Service Engineer

Responsibilities

• Client Engagement & Relationship Management
• Serve as the primary point of contact for assigned accounts, managing ongoing client communication and satisfaction.
• Conduct regular check-ins, business reviews, and health checks to proactively identify and address client needs.
• Propose product or service enhancements that align with client goals and drive additional value from NICE solutions.
• Technical Support & Issue Resolution
• Diagnose and resolve technical issues across NICE platforms, escalating to appropriate internal teams when required.
• Ensure adherence to SLA targets for response, resolution, and communication at all times.
• Document issues, root causes, and resolutions thoroughly within the ticketing system (Jira Service Management).
• Perform proper ticket triage including accurate priority tagging (P1-P4) and timely stakeholder updates.
• Internal Collaboration
• Liaise with Product, Engineering, and other internal stakeholders to drive resolution of complex or escalated issues.
• Communicate client feedback and recurring issues to the team to support service improvement initiatives.
• Participate in team meetings, knowledge-sharing sessions, and training to support collective team growth.
• Compliance & Conduct
• Abide by NICE's Code of Conduct and Discipline at all times.
• Follow all company policies, processes, and procedures as directed by management.
• Perform additional duties and responsibilities as reasonably directed by supervisors or department heads in line with business needs.
• Have you got what it takes?
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent work experience)
• 4+ years of experience in a technical support, customer service engineering, or service desk role.
• +2 years of experience in B2B Customer Support experience
• Experience working with enterprise software platforms or SaaS products is strongly preferred.
• Familiarity with NICE products (CXone, or similar) is an advantage.
• Developed and maintained knowledge base articles (FAQs, SOPs, troubleshooting guides) to support CX operations.- Solid understanding of contact center technologies, cloud platforms, and SaaS environments.
• Proficiency with ticketing and service management tools (e.g., Jira Service Management, ServiceNow).
• Ability to troubleshoot technical issues independently and escalate effectively when needed.
• Excellent verbal and written communication skills in English, with the ability to convey information clearly and concisely.
• Customer-first mindset, demonstrating empathy, professionalism, and the ability to handle challenging situations effectively.
• Highly organized with strong attention to detail and effective time management skills.
• Collaborative team player who thrives in fast-paced, cross-functional environments.
• Strong problem-solving and critical-thinking abilities, with sound judgment in resolving complex customer issues.
• Proven ability to multitask, investigate, analyze, and resolve concerns efficiently.
• Skilled in building and maintaining effective working relationships with internal and external stakeholders.
• Flexible and adaptable to changing priorities, including working nights, weekends, holidays, and shifting schedules. (we operate on a 24x7 shifting schedule)
• Self-motivated learner with the ability to quickly adapt in a dynamic, fast-pa

Benefits

Additional Information

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what's the role all about? Customer Service Engineer (CSE) 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 products 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? - Empower Client Success: Partner strategically with clients to maximize NICE solutions, ensuring alignment with their business objectives. - Deliver Exceptional Service: Provide comprehensive technical and customer service, proactively addressing concerns, resolving issues efficiently, and delivering effective solutions. - Foster Client Loyalty: Build strong, trusted relationships by engaging in regular communication and offering proactive support. - Seamless Collaboration: Partner effectively across internal teams to ensure all client needs are addressed promptly and efficiently. - Technical Proficiency: Develop in-depth knowledge of NICE products and related technologies, providing expert support to clients.

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