CUSTOMER SUPPORT ENGINEER (CSE), TIER II

Overview:
The primary responsibility of a Tier II CSE is to be the frontline technical contact for our customers, dealers and end-users. Customers request technical assistance via many channels including, phone, email, and various web contact methods (chat, e-Services). CSEs must be able to quickly get to the root of customer problems by gathering all the necessary technical information then analyzing, troubleshooting, and ultimately resolving customer product concerns.   Typical Duties:• Working trouble tickets by identifying or confirming customer’s administrative issues (setting up schedules, loading software) or technical issues (hardware, software, functionality, bugs); Exploring and/or isolating hardware issues with Tier I CSE’s.  Prioritize criticality of case. 
• Download and interpret log files; research and determine the level of code and which files are affected.
• Assist Field Service Engineers with 1. Hardware replacements by providing detailed step-by-step instructions to technicians performing the work at the customer’s site; 2. Loading systems/re-installing NICE products.
• Recommend service packs & hot fixes then load if needed.
• Mentor Tier I CSE’s.
• Manage customer relationships – require being a dedicated resource for high level customers.
• Provide “On-Callâ€� after hours technical support for western hemisphere.
Education:College degree with 3-yrs+ experience in technical customer service, preferably in the telecommunications or related industry preferred . Must possess excellent communication and interpersonal skills and in-depth technical knowledge of all NICE products. Must be organized and timely and able to remain focused and calm in pressure situations.   Technical Skills Required:
• Exceptional troubleshooting and problem solving skills are required.
• Thorough experience and understanding of the Windows Operating Systems (95/98/NT/2000) installation and configuration - particularly how to setup windows networking.
MCSE certification an asset.
• Strong understanding of MS/SQL and Database structure.
PC Hardware: How to configure dip-switches and jumpers on PC boards; add RAM chips to CPU boards, configure and install PC boards (e.g. Video boards, CPUs, SCSI controllers, network cards).
Networking: good working knowledge of IPX and TCP/IP addressing and configuration, Ethernet and Token Ring networks, hubs and routers.
Ability to quickly learn to use new software tools.
• Strong Telephony background – particularly with Avaya, Nortel and Aspect
• VOIP configurations
• Telephony Administration: Nortel, Avaya, Aspect, Geotel, Genesys, IPC Turrets
• External Mass Storage configuration administration:  EMC Tivoli, EMC Centera
• .NET and IIS knowledge/administration
• SQL Server configuration and basic programming skills.
• Excellent verbal & written communication and interpersonal skills a must.CSE’s are required to demonstrate the following:Customer Focus
• Dedicated to meeting the expectations and requirements for internal and external customers
• Establishes and maintains effective customer relationships.
• Gains the customers trust and respect
• Acts with the customer in mind
Team Player
• Shares knowledge with others
• Selflessly offers assistance to others
• Defines success in terms of entire team
Reliability
• Can be counted on to go above and beyond normal expectations
• Can be depended on to be at work when scheduled
• Admits mistakes
Accountability
• Attention to detail
• Accounts for time
• Documents all work done
• Pushes self and others to achieve results
• Bottom-line orientated
Professionalism
• Presents truth in an appropriate and helpful manner
• Provides detailed follow-up on all issues
• Does not misrepresent self for personal gain NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.