Job Description
Review and investigate product and integration issues raised by clients, partners, platform providers and internal teams.
• Provide accurate guidance on product usage questions and educate customers as needed to ensure a positive user experience.
• Provides reliable solutions to a variety of problems using sound problem solving techniques. • Working in accordance with NICE support process, procedures, contractual SLA’s
• Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services).
• Documenting all customer interactions in CRM tool in accordance with SLA. • Resolve issues on the same day, ideally during the first interaction.
• Understand customer configurations and models with the ability to make modifications.
• Deep understanding of real-time payment systems, wire payment systems, API architecture to provide quick resolutions on critical impact i...