Technical Support Engineer

About the role

Review and investigate product and integration issues raised by clients, partners, platform providers and internal teams. - Provide accurate guidance on product usage questions and educate customers as needed to ensure a positive user experience. - Provides reliable solutions to a variety of problems using sound problem solving techniques. - Working in accordance with NICE support process, procedures, contractual SLA's - Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services). - Documenting all customer interactions in CRM tool in accordance with SLA. - Resolve issues on the same day, ideally during the first interaction. - Understand customer configurations and models with the ability to make modifications. - Deep understanding of real-time payment systems, wire payment systems, API architecture to provide quick resolutions on critical impact issues occurring during business hours or while on-call. - Troubleshoot network, VPN, SFTP, certificate, public key authentication, SSO configurations. - Engage with high touch customers on the phone and participate in account reviews as subject matter expert. - Collect, analyze, and reproduce client issues which qualify as defects in the engineering tracking system. - Document known issues in the internal and customer facing documentation portals. - Collaborate with Product teams through participation in case reviews, bug scrubs, planning, feature request reviews. - Must be able to participate in rotating on-call schedule Required Experience: - Excellent verbal and written communication skills in English. - At least 2 years in technical support facing customers and resolving issues. - Fast learner with ability to educate her/himself on relevant technologies - Excellent technical and analytical skills. - High level of responsiveness in all communications. - Excellent organizational skills, ability to set own task lists and timelines. - Working in a fast-paced team environment. - Ability to research to find solutions on new and emerging issues. - Bachelor's degree in computer science (or equivalent). Required Skills: - Experience in networking, data exchange, browsers, SQL, certificates - Operating Systems: Windows and Linux - Knowledge with Chrome, Firefox, Edge, XML, HTML, JSON. - Familiarity with servers and solving performance issues a plus. - Experience in the banking industry is desired - Programming and scripting background in Python, Linux, and\or other programming languages is a plus All your information will be kept confidential according to EEO guidelines.

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Company Intel

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