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.
As a Manager of Technical Support, you will be responsible for leading a team of highly capable support engineers who work with an innovative suite of software products and provide world class support to businesses utilizing inContact’s software products. Your team will focus on providing issue resolution and troubleshooting support for customers ranging from SMB to Enterprise. A successful candidate will have an established background in managing customer relationships, coordinating with internal teams, strategic contribution, and employee development. Strong technical ability, great communication skills, and a motivation to achieve results in a dynamic, fast paced environment are also required.
Major Functions/Responsibility
- Lead a world-class support delivery team, including active mentorship for growth
- Prioritize, assign, and manage department activities and projects in accordance with the department’s goals and objectives
- Manage resources to provide optimum support for customers ensure defined Service Level Agreements are met
- Coordinate with global leadership team to ensure successful 24/7 global support, and effective handoff of work from region to region.
- Work directly with customers of all levels on escalated issues to manage customer expectations and drive issues to resolution.
- Own internal and external escalation management practices and corresponding communication
- Continuously analyze existing processes and practices looking for ways to improve team operations
- Cross-functional customer coordination with Customer Success, Engineering, NOC, and Operations teams
- Coordinate with product teams to improve customer product experience in order to improve customer confidence and trust
- Participate in all aspects of the talent management process from hiring, onboarding, performance management and terminations
- Participate in and lead strategic projects focused on improved customer experience and organizational effectiveness.
Required Education, Experience, and Specific Job-Related Skills
- Bachelor’s degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
- 6+ years in a technology related field
- 1+ years as a people manager with direct management of support delivery teams
- Demonstrated ability to effectively lead a team to deliver on Service Level Agreements
- Demonstrated ability to facilitate collaboration and achieve consensus in cross-functional teams.
- Exceptional verbal and written communication, customer service, troubleshooting, and organizational skills required
- Experience driving cross-functional initiatives, including collaboration for support & engineering process improvements
- Solid understanding of TCP/IP fundamentals
About NICE
NICE 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 Sydney, New South Wales, AUS Office
2 Elizabeth Plaza, Suite 4.01, Level 4 , Sydney, NSW , Australia, 2060
