Sr. Technical Support Manager

Support Cochabamba, Bolivia


Description

Sr. Technical Support Engineer

About Us:

NICE is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.

About Nice Actimize:

NICE Actimize is comprised of talented, creative and dedicated individuals with a passion for delivering innovative solutions to the market.  At NICE Actimize, we recognize that every employee’s contributions are integral to our company’s growth and success. To find and acquire the best and brightest talent around the globe, we offer a challenging work environment, competitive compensation and benefits, and rewarding career opportunities. Come share, grow and learn with us – you’ll be challenged, you’ll have fun and you’ll be part of a fast growing, highly respected organization.

NICE Actimize is seeking a Technical Support Engineer to join our dynamic and growing Technical Support team based in Bolivia. Our behavioral analytics / machine-learning platform is the leader in providing Fraud Detection solutions. We currently have hundreds of Financial Institutions as customers.

Responsibilities:

- Provide Tier 1-2 Technical Support to customers and partners on product and integration issues.
- Support product usage questions and customer education.     
- Troubleshoot network and data feed issues including VPN connection errors, improperly decrypted files, SFTP misconfiguration, etc. 
- Engage with enterprise accounts on the phone and may be required to participate in customer account reviews as subject matter expertise. 
- Resolve the majority of issues on first interaction basis.
- Use Salesforce Service Cloud and Jira to intake, manage, and facilitate issue resolution.

Required Skills and Experience:

- Bachelor Degree in a technical field.
- Experience in networking, data exchange, browsers, Linux, SQL, etc.
- Strong verbal and written communications.
- High level of responsiveness in both phone and e-mail communications.
- 5+ number of years of experience in Technical Support of a related field.

Additional Preferred Qualifications:

- Experience in the banking industry is desired.
- A programming and scripting background in Python, Bash, and\or other programming languages is a plus. 

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.