Why NessWe know that people are our greatest asset. Our staff’s professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world’s leading technology companies. It is these qualities that are vital to our continued success. As a Ness employee, you will be working on products and platforms for some of the most innovative software companies in the world.You’ll gain knowledge working alongside other highly skilled professionals that will help accelerate your career progression.You’ll also benefit from an array of advantages like access to trainings and certifications, bonuses, and aids, socializing activities and attractive compensation.Requirements and responsibilitiesThe Junior Technical Support Engineer is a frontline support engineer and provides technical assistance and helps to quickly and effectively resolve their customer issues. You will speak with customers as well, helping resolve the toughest issues. Our solutions utilize complex technologies and the associated issues require technical knowledge and excellent problem-solving skills to resolve. You must have exposure to these technologies and products.You exemplify providing professional business-to-business customer service, with awareness of the critical nature of these solutions to our customers who are using them. You ensure that any reported problems as well as anticipated issues in your area of expertise are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.What you’ll do
Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty
Provide friendly and effective technical support to customers via various channels, ensuring their confidence in our assistance.
Actively listen to customers, asking relevant questions, and appropriately challenging them to ensure thorough issue understanding.
Take ownership of each assigned incident from start to resolution, providing timely updates and maintaining communication throughout the process.
Collaborate with customers to determine the severity and priority of each issue, adhering to SLA targets for resolution.
Focus on root cause correction to prevent issue recurrence, proactively pulling challenging cases to sharpen skills.
Create and update knowledge base articles using KCS methodology, contributing to the collective knowledge of the team.
Continuously develop industry knowledge, identify and report software issues, maintain consistent performance, and avoid escalation through effective communication and resource engagement.
What you’ll bring
Bachelor’s degree in computer science, Business Information Systems, Networking or similar field, or equivalent work experience required;
Minimum 2 years' experience in technical support, specifically supporting Internet Service Providers, networks, or Business Software.
Proficient in at least one technology area such as Contact center software, Telecommunications, Computer Networking, Programming, or Integrations.
Strong technical skills encompassing various technologies including protocols, databases, APIs, scripting, and browser software.
Proficient in at least one technology area such as Contact center software, Telecommunications, Computer Networking, Programming, or Integrations.
Strong technical skills encompassing various technologies including protocols, databases, APIs, scripting, and browser software.
Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
Familiarity with CRM software like Salesforce.
Exceptional written and verbal communication skills, adept at capturing details fluently during conversations while maintaining assertiveness and friendliness. Effective time management and multitasking abilities in dynamic, interrupt-driven environments.
Demonstrated ability to work both independently and collaboratively in fast-paced settings, with adaptability and strong problem-solving skills.
Not checking every single requirement?If this role sounds good to you, even if you don’t meet every single bullet point in the job description, we encourage you to apply anyway. For most of the candidates that applied, we found a role that was a very good fit with their skills.Let’s meet and you may just be the right candidate for one of our roles.At Ness Digital Engineering we are willing to build a work culture that is based on diversification, inclusion, and authenticity.
