Related skills
reporting workforce management analytics itil quality management📋 Description
- Lead technical resources during high-stress incidents to restore service.
- Escalate to support teams customers and external parties for resolution.
- Represent Technical Support during incidents affecting single or multi customers.
- Communicate incident impact to NOC Eng Ops and R&D as needed.
- Track incident progress to ensure timely escalation.
- Coordinate staffing to handle surge during events.
🎯 Requirements
- Bachelor's degree in Business Information Systems or related field; MCP/MCSA preferred.
- 5+ years in technical support for ISPs, networks, or business software.
- 6+ years with tech such as ACD/IVR, Workforce Management, analytics, QA, reporting.
- Excellent technical, analytical and problem solving skills under pressure.
- Strong written and verbal communications to capture details in reports.
- Ability to collaborate across Product, R&D, QA, and Senior Management.
🎁 Benefits
- Global company with career opportunities across roles and locations.
- NICE-FLEX hybrid model with 2 days in office and 3 remote.
- Equal opportunity employer and inclusive workplace.
- Competitive benefits and professional development opportunities.
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