Manager, Technical Support, CX

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