Senior Technical Support Engineer, CX

Nice; Manila; On-site; PHP 500,000 - 600,000; Full time

Job summary

Nice is looking for a Technical Support Specialist in Manila to enhance customer satisfaction through advanced technical support. This role involves deep expertise in technologies and mentorship of colleagues, ensuring effective issue resolution and case management.

The ideal candidate has a Bachelor's degree in a related field and over 5 years of technical customer service experience, with a strong focus on collaboration and problem-solving.

This position offers a hybrid work model, allowing employees to work both in-office and remotely.

Qualifications

• 5+ years’ technical customer service experience, preferably in technical support.
• Minimum 3 years advanced knowledge of technologies including SaaS, relational databases, and data analysis.
• Excellent technical, analytical, and problem-solving skills in complex environments.

Responsibilities

• Provide advanced technical support and analyze logs for issue resolution.
• Mentor colleagues on troubleshooting and product knowledge.
• Manage cases based on severity and maintain KCS certification.

Skills

Technical customer service experience

Problem-solving skills

Communication skills

Collaboration skills

SQL scripting

Time management

Education

Bachelor’s degree in computer science or related field

Tools

SQL

SaaS

Data analysis tools

Job description

Role Overview

Quickly resolving issues with our software, especially those affecting customer contact centers, is crucial to mitigate financial risks for clients and enhance the value they receive from our solutions. By restoring service promptly, improving understanding, and addressing chronic issues, we not only boost customer satisfaction but also contribute to their long-term success and loyalty.

Responsibilities

• Demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area.
• Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution.
• Exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders.
• Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment.
• Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues.
• Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues.
• Proactively manage cases based on severity and priority, collaborate with internal stakeholders, maintain KCS certification, and provide training and support to colleagues in real time.
• Responsible to manage the customer relationship from a Technical Support perspective.
• Establish an appropriate business relationship with key customer contacts and internal Nice/inContact staff alike.
• Work with the account assigned Technical Account Managers/Key Account Managers to develop and execute a seamless plan to ensure that the customer is successful.

Qualifications

• Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.
• 5+ years’ technical customer service experience, preferably in technical support.
• Minimum 3 years advanced knowledge of technologies including SaaS, relational databases, data/metric analysis, reporting both in real‑time and historical platforms. Good to have knowledge in telecommunications, networking.
• Good to have SQL scripting experience.
• Excellent technical, analytical, and problem‑solving skills in complex, multi‑platform environments.
• Superior written and verbal communication skills, with an assertive, articulate, and friendly approach.
• Effective time management and multitasking abilities in interrupt‑driven environments.
• Proven ability to resolve escalated customer problems using internal and external resources.
• Strong collaboration skills, able to communicate effectively across various company teams and adapt to a fast‑paced, agile environment.

Benefits

The position offers a hybrid work model, with two days working from the office and three days of remote work each week.

Equal Opportunity Employer Statement

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.