Customer Service Engineer

So, what’s the role all about?

Customer Service Engineer is responsible for providing world-class service to NICE customers. The position will include building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to products and/or services, ensuring the current solution is configured to deliver value, acting in a consultative fashion, and coordinating with internal departments to provide a collaborative solution that will leave the NICE customer with a positive experience.

How will you make an impact?  

• Empower Client Success: Partner strategically with clients to maximize NICE solutions, ensuring alignment with their business objectives.
• Deliver Exceptional Service: Provide comprehensive technical and customer service, proactively addressing concerns, resolving issues efficiently, and delivering effective solutions.
• Foster Client Loyalty: Build strong, trusted relationships by engaging in regular communication and offering proactive support.
• Seamless Collaboration: Partner effectively across internal teams to ensure all client needs are addressed promptly and efficiently.
• Technical Proficiency: Develop in-depth knowledge of NICE products and related technologies, providing expert support to clients.

Have you got what it takes?

• +4 years of experience in technical support / customer support / consulting role / related role 
• +2 years of experience in B2B Customer Support experience 
• Ability to use sound judgment and decision-making skills to resolve issues quickly 
• Ability to multi-task, investigate, analyse, and problem-solve complex issues 
• Ability to develop effective working relationships with internal and external teams 
• Ability to be flexible with work schedule (nights, weekends, holidays) 
• A willingness to learn in a fast pace environment 
• Ability to work in a global team as well as independently 
• Clear and concise written and spoken communication skills 
• Ability to think critically in resolving customer issues 
• Strong presentation skills, excellent ability to present written information in a structured, balanced form tailored to the audience 
• Strong interpersonal skills and the ability to adapt to a complex and changing environment 
• Amenable to work shifting schedules 

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Requisition ID: 5762
Reporting into: Manager, Customer Success
Role Type: Individual Contributor

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.