Job at a glance
We are seeking a proactive, dynamic and talented Support Engineer to join our existing shift teams supporting a key government client and other Customer solutions built and integrated on our Partner platform technologies. This role will combine a focus on technology and customer success, supporting business critical solutions that allow our client to deliver next generation Customer experiences to their users.
You will work with Customers and colleagues to diagnose and troubleshoot incidents; engage with Partners to escalate issues and drive platform performance, stability and assurance. The successful candidate will also work with other internal stakeholders such as account managers and senior leadership to deliver customer success to this key client and our extended customer base. Successful candidates will receive training in key Partner platform technologies such as NICE CXone, but will already having an understanding and experience of working within a technical and ideally an ITIL service driven support environment.
We are seeking technically minded, enthusiastic individuals who are willing to invest in learning new technologies that carves out a career journey within our organisation. Key Responsibilities Provide 1st / 2nd line support for key Partner technologies such as NICE and Gamma to a key government client and to our extended Customer base. Create and update support tickets on our ITSM system and provide regular progress updates on incidents to our customers and other stakeholders.
Investigate, troubleshoot and resolve complex issues related to voice, chat and other digital contact centre channels such as social media, utilized by our Customers as part of their solutions. Raise cases to Partner Support teams, track progress and escalate into Partner teams and senior management where necessary. Work within the boundaries of key ITIL processes such as Incident and Problem Management and Change Enablement to support the governance around our Service Management Centre.
Fulfil standard configuration service requests raised by our Customers into our Service Management Centre to evolve and enhance our Customer solutions as part of their support package.