Description

Job Description:

The Actimize Technical Support Engineer performs a wide range of duties including some or all of the following:

  • Review and investigate issues raised by client and provide accurate guidance based on current documentation.
  • Understand client software configuration and customizations done in the following programming languages: Java, JavaScript, SQL, XML to provide the right support.
  • Be able to install, configure and customize solutions by following implementation guides and manuals.
  • Reproduce client environment data, configuration and setup in order to investigate possible issues.
  • Provides information by collecting, analyzing, and summarizing development and service issues.
  • Utilizes software engineering tools such as configuration management systems, build processes, and debuggers in the software development process.
  • Collaborates and adds value through participation in peer case reviews, providing comments and suggestions.
  • Provides reliable solutions to a variety of problems using sound problem solving techniques.
  • Performs technical root cause analysis and outlines corrective action for given problems.
  • Work with customer and ownership for issues collaborating with higher tiers for end-to-end resolution
  • Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services).
  • Working in accordance with NICE support process, procedures, contractual SLA’s
  • Documenting all customer interactions in CRM tool in accordance with SLA.

Qualifications:

  • Excellent verbal and written communication skills in English.
  • At least 2 year in technical support facing customers and resolving issues.
  • Fast learner with ability to educate her/himself on relevant technologies
  • 2 years of experience with application development using Object oriented, JAVA,
  • Windows Forms, SQL.
  • Intimate knowledge of the customer’s connected applications.
  • Excellent technical and analytical skills.
  • Technical development/debugging and diagnosis skills (e.g. coding, scripting, etc.).
  • Integration experience with desktop enterprise software applications.
  • Excellent organizational skills, ability to set own task lists and timelines.
  • Ability to work in a team.
  • Demonstrated interest and ability to communicate across technology and business
  • boundaries.
  • Bachelor's degree in computer science (or equivalent).
  • Experience in customer support.
  • Knowledge with Linux, Microsoft Server.
  • Knowledge with SQL Server.
  • Knowledge with XML, HTML, PERL.
  • Familiarity with servers tuning and solving performance issues plus

Key Skills
Education

Bachelor’s Degree

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