Manager, Technical Support, CX

Manila City, Metro Manila
Permanent
Full-time

5 days ago

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.The Manager, Technical Support role is responsible for providing excellent customer service, managing a technical support team, vendor relationships and working with an innovative suite of software and telecom products. They are required to maintain our targeted service levels with our clients and our vendors. As a working manager this position requires the ability to troubleshoot unique customer issues, act in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinate with internal departments to provide a collaborative solution experience that will leave the customer with a positive experience and a product that meets their needs. .Job Overview

Builds a high-performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and take action
Manages and oversee the operations associated with managing a team of front-line technical staff providing end-to-end support for infrastructure services
Oversees problem isolation, issue resolution, and escalation management according to pre-defined protocols
Maintains communication with functional managers and executive management to ensure issues are resolved
Ensures the daily aged trouble ticket report is being managed. Ticket documentation is clear and accurate. Drives trouble tickets to resolution within the allotted mean time to repair
Leads and participates in internal meetings, such as operation reviews. Creates executive management reports and recommends upper management problem identification and resolution for repair performance
Provides support to technical staff, vendors, and end users; identify, research and resolve technical issues; track and monitor problems and escalations to ensure timely resolutions; monitor response times and efficiencies and resolve complex problems
Escalates issues to outside vendors and clients
Develops, documents, implements and maintains processes and procedures for the day-to-day operations and the integration of new services
Makes recommendations for changes and improvements and communicate to senior management
Develops and maintain process and procedural report generation
Generate reports for management in regard to service availability, uptime, and adherence to Standard Operating Procedures and SLAs etc
Maintain up-to-date knowledge of telecommunications, information systems, and network management concepts and technology
Conceptualizes and works with other organizations to automate tasks improving efficiency and accuracy
Manages special technology projects as needed
Maintains detailed statistics on the performance of the team and provide solutions to better their performance to the executive staff
Always follow the company Code of Ethics and Nice policies and procedures
Communicates in an effective and professional way with customers in and outside of Nice
Creating expense reports in a timely manner

Job Related Skills and Experience

Must have 10+ years of experience with providing enterprise customer managed network and security services (managed IP, router, firewall, etc)
At least 4+ years of managing high performing teams in a complex, fast-paced environment.
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
TCP/IP networking knowledge and VoIP technology exposure, including SIP, H323 and softphone knowledge
Comprehensive knowledge of TCP/IP, BGP, OSPF, telecom circuits from DS-0 through OC-48
Demonstrated technical problem solving proficiency
Understanding of basic scripting fundamentals
Solid understanding of TCP/IP and 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
Meet requirements of Levels 1-2 training and abilities
Strong experience in process and process development including the development and measurement of KPIs
Preferably with extensive software, telecommunications and IP Telephony experience using SIP signaling
Competent in database and SQL concepts and scripting is preferred but not a requirement

About NiCENICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.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.

NICE Systems

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