Technical Support Team Lead

Nice Systems Salt Lake City , UT 84101

Posted 4 months ago

Technical Support Team Leader Location: Greater Salt Lake City, UT Area

A successful Technical Support Team Leader will manage a highly technical team of engineers to ensure the success of our Enterprise and Partner lines of business. This role will also provide advanced technical assistance of custom applications to end-users of the Nice inContact suite of technology products.

Responsibilities include ensuring published service level agreements, MTTR and CSAT metrics are met and that there is adequate personnel coverage to meet the needs of the company and the support of its customer base.

As a working Lead, this position requires the ability to troubleshoot unique customer issues, higher network and platform level issues, act in a consultative fashion to help the Technical Support and Operations team(s) arrive at a mutually beneficial solution for our customers, carriers, partners and coordinate with internal departments to provide a collaborative solution experience that will leave the NICE inContact customer with a positive experience and a product that meets their needs.

Additionally, a Technical Support Team Leader will be responsible for addressing ongoing training needs for Technical Support and will work with existing Engineers, NICE inContact Partners and Technical Support Supervisors to improve work flow and assist in advanced troubleshooting.

This position will also assist the Manager and Director of Technical Support by acting as a backup when needed and providing insight and feedback on technical issues.

  • Provides a specialized skill set and experience to successfully address and resolve Incidents that cannot be resolved by Technical Support Engineers I and II

  • Coach and develop others actively

  • Quality monitors employees and discusses the results

  • Investigates and coordinates resolution and recovery actions for aging Incidents

  • Acts as a technical liaison or subject matter expert with support to cross-functional NICE inContact departments

  • Assists in training and provides support to Technical Service Tier 1,2, and 3 Engineers with advanced trouble-shooting needs

  • Continually finds ways to improve process and workflow efficiency, including staying up to date on industry best practices

  • Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices

  • Creates, manages and responds to trouble-tickets submitted to Tier 3 by internal departments on behalf of customers that are experiencing challenges using inContact technology software products

  • Responsible for working with 3rd party vendors including partners and carriers

  • Attends meetings and trainings as required

  • Responsible for supporting high level escalations

  • Must be available 24/7 as an escalation point for Tier 2/3 staff and management

  • Identifies and resolves all technical challenges as appropriate, executes duties in a thorough and timely manner

  • Ability to Troubleshoot Networking, VoIP and Digital Tap Telephony Systems, Windows Server OS, and server hardware issues for all SAAS products

  • Ability to understand and follow project buildouts

  • Supports internal organizations in troubleshooting and identifying issues with the network, platform and product suite

  • Identifies and documents product and network defects requiring code changes to correct bugs

  • Ability to read and comprehend application and server log files

  • Oversees the management of trouble tickets, seeking resolution to close tickets and support customers quickly and efficiently

  • Regularly works flexible schedule and participates in the on-call rotation as needed

  • Travel to customer's locations is required when an onsite Technical Resource is required

  • Follow the company Code of Ethics, Values and Policies and Procedures at all times

  • Communicate in an effective and professional manner with customers inside and outside of NICE inContact

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

To Land This Gig You'll Need:

  • Bachelor's degree in Computer Science, Business Information Systems or similar field or equivalent work experience required

  • 6+ years in a technical role in telecommunications, software or LAN/WANs

  • 3+ years in a technical support role for software and hosted products

  • 1+ years in a management-related position.

  • Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP) TCP/IP networking knowledge and VoIP technology exposure, including SIP, SIP2, SCCP, NEC, H323 (Avaya, Cisco, Siemens), MGCP and Unistim, also knowledge of Softphones

  • Familiarity with and understand the following Telephony Integrations: Avaya, Cisco, ShoreTel, MiTel, Nortel, Ai-Logix, VoIP, Genesys, SB

  • iWFO products: Screen Recording, Playback (web portal, IIS, WMS, API, Info Broker), Desktop Analytics, Speech Analytics, OnDemand, Reporting, Archiving, SQL Database

  • Web Services and API knowledge and understanding of conceptual use

  • Demonstrated technical problem solving proficiency

  • Understanding of basic channel scripting fundamentals

  • Solid understanding of internet fundamentals

  • Excellent analytical and advanced troubleshooting skills with end- users/customers

  • Excellent customer service and communication skills, both verbal and written

  • Ability to multitask and work well in a fast-paced environment

  • Proficient in Microsoft Office applications

  • Able to work with little supervision and complete projects per specifications and deadlines

  • Meet requirements of Tier 1-2-3 training and abilities

Bonus Experience:

  • Advanced TCP/IP experience

  • Basic to advanced understanding of telephony

  • Solid Voice over IP (VoIP) knowledge/experience focused on SIP signaling

  • Experience in scripting using web services

NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's No. 1 cloud customer experience platform, NICE inContact CXone, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.


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Technical Support Team Lead

Nice Systems