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)
Additional Information:
All your information will be kept confidential according to EEO guidelines.
