Offer summary

Qualifications:

At least 2 years of experience in Technical Customer Support for global customers., Strong troubleshooting and problem-solving skills with a background in Telephony/CTI (Avaya, Cisco)., Excellent written and verbal communication skills, with customer support experience preferred internationally., Basic understanding of Windows Operating Systems, networking protocols, and database management..

Key responsibilities:

Support Customer Support teams and customers globally to resolve high-level product issues as a Level 2 engineer.

Maintain quality communication throughout the analysis and provide high-level support to minimize escalations.

Document troubleshooting steps and contribute to the Knowledge Base while mentoring other support engineers.

Take ownership of customer cases, monitor feedback, and manage critical issues effectively.

Job description

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

Support direct Customer Support teams, Business Partners and Customers Globally to address the related product issues and resolve high-level issues acting as a Level 2.
Maintain quality and on-going internal and external communication throughout your analysis.
Provide high level of support and minimize R&D escalations.
Prioritize daily missions/cases and mange critical issues and situations.
Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers.
Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
Take full ownership on customer problem/cases, monitor for proper and on time feedback.
Install NICE product update packs and hot fixes.

Qualifications

MUST have at least 2 years’ of experience in Technical Customer Support serving global customers.
Telephony/CTI background (Avaya, Cisco, etc) and advance knowledge on IP phones communication
Strong troubleshooting and problem-solving skills
Excellent communication (Written and Verbal) / interpersonal skills
Customer support experience, international is advantage
Basic understanding of the User permissions, Group Policy, Firewalls for Windows Operating Systems (2008/2012).
SNMP protocol and monitoring solutions.
Technical experience with Web/Enterprise Applications. (IIS, XBAP, etc.)
Good understanding of SSL Certificates (HTTP/HTTPS).
Experience in Citrix or any other desktop virtualization technology an advantage.
Basic understanding of what system vulnerabilities are and their remediation.
Good knowledge and experience in MS SQL 2008, 2012: Database structure, administration, and scripting – an advantage
NICE Certification - NIM4.1/Engage ; high technical knowledge in NICE products – an advantage Knowledge on telephony audio and signaling protocols: SS7/VoIP/SIP - MUST
Networking experience. (including analyzing IP network traces using networking tools , example Wireshark)