? High English speaking skills
? Experience in Networks and Telephony (VoIp)
? experience and/or knowledge with recording systems
? Working trouble tickets by identifying or confirming customer?s administrative issues (setting up schedules, loading software) or technical issues (hardware, software, functionality, bugs); Exploring and/or isolating hardware issues with Tier I CSE?s. Prioritize criticality of case.
? Download and interpret log files; research and determine the level of code and which files are affected.
? Assist Field Service Engineers with 1. Hardware replacements by providing detailed step-by-step instructions to technicians performing the work at the customer?s site; 2. Loading systems/re-installing NICE/Dictaphone Freedom products.
? Recommend service packs & hot fixes then load if needed.
? Manage customer relationships ? may require being a dedicated resource for high level customers.
? Provide ?On-Call? after hour?s technical support for western hemisphere.