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Job opening in Pune for Support Position


    Currently we have an urgent requirement for Advanced Support CSS Expert for Pune location.

    The Advanced Support Group (ASG) is the highest Technical level in NICE Global Services organization, and the only Support team interfacing directly with R&D.
    Seeking for a service oriented professional with excellent communication skills and high sense of ownership, as working directly with customers to isolate high-level technical issues and provide solutions developed either by R&D or by themselves.

    This position is open for Advanced Support CSS Expert

    * Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address CSS Recording and Compliance application related product issues and resolve high-level issues.
    * Maintain quality and on-going internal and external communication throughout your analysis
    * Implement and install CSS products all over the world (first of a kind installs)
    * Provide the highest level of support and minimize R&D escalations.
    * Prioritize daily tasks and manage 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.
    * Involved with and you are the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of the CSS products
    * Develop training materials to be used by all engineers working with CSS Software, internal and for Business Partners as part of the NPI process.
    * Willing to perform On call duties (24x7) shared with the other colleagues of CSS ASG.

    * University education or similar level obtained by work experience in Computer Science

    Technical requirements:
    * At least 3 years of technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes(Trading environments)
    * Have knowledge of the following (stated as keywords): Tetra systems, Voice Trading Solutions like IPC, Etrali and BT, Avaya, Cisco, Mitel
    * Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft Office
    * Experience with Networking and IP/SIP communication analysis
    * Strong Telephony background
    * Good IT skills in troubleshooting and ownership from begin to end

    Other Required Skills:
    * Excellent verbal and written communication skills
    * Good communication and presentation skills in English. English is used on a daily basis.
    * Very Strong personality, meaning say "No" to customers internal and external
    * Strong troubleshooting and problem solving skills
    * Ability to prioritize and execute tasks in a high-pressure environment.
    * Self-motivated and directed, with keen attention to details
    * Team Player - ability to work well in a team-oriented, collaborative environment
    * Can handle stressful situations well.

    Company Overview

    NICE Systems (NASDAQ: NICE), is the worldwide leader of intent-based solutions thatcapture and analyze interactions and transactions, realize intent, and extract and leverageinsights to deliver impact in real time.NICE serves over 25,000 organizations in the enterprise and security sectors, representing variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.NICE solutions capture interactions, transactions and video surveillance from multiple sources, including telephones, CCTV video feed, emergency services radio communications, emails, chat, social media, and more.

    Interested candidates can send resume on priyanka.verma@nice.com

Rupesh Kahane

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