Nuance

Technical Support Engineer

US-MA-Burlington
Job ID
1-31432
Category
Customer Service / Support - All Openings
Pos. Type
Full Time

Company Overview

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

 

Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

 

Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.

 

Join our Mobile team…intelligent systems now ready for the road. We are passionate about developing intelligent interfaces that enable people to talk to their cars, phones, devices, and other smart “things”.

 

Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

 

Join our Imaging team…greater document flexibility for more personal productivity.  We are passionate about designing and building secure technology that empowers companies to gain control of their document management processes and ensure their proprietary and customer information is protected.

Job Summary

The Sr. Technical Support Engineer is responsible for supporting all Worldwide Enterprise Support Customers on Dragon Products and Dragon SDK.  This role requires that you work closely with Enterprise Customers, the Engineering team, and peers to ensure that product defects are addressed, tested, and resolved in an expedient manner.  In addition to supporting the Enterprise Cutomers, you will also be responsible for working very closely with the Sykes Tier 1 support teams to handle escalations from the retail queue which conducts support Worldwide for Retail customers.  This role requires that the team hits individual and overall Customer Satisfaction goals to maintain our WW CSAT levels of 95%.

 

Responsibilities:

 

  • Responsible for delivering exceptional technical support services to Nuance Partners, Retail Customers, Nuance Sales team, and Escalation Support from Sykes L2.
  • Responsible for keeping all Support Incidents updated and within SLA’s using the RightNow CRM.
  • Responsible for maintaining the high level of Customer Sat for all supported entities in compliance with standard contractual service level metrics.
  • Provide remote sessions with Dragon Enterprise and Dragon SDK customers to meet resolution metrics.
  • Work closely with Product Engineering to assist in indentifying product failures and performance issues.
  • Identify Knowledge Base acticles that will assist customers in resolving their issues without having to contact Support.
  • Assist in responding to escalations that have been expressed through social media posts.
  • Create new content that will enable Dragon SDK customers to use our Customer Portal Knowledge Base articles for Dragon SDK.
  • Able to manipulate sample code in order to identify areas that may be impacting Dragon SDK.

Qualifications: 

 

Number of Years of Work Experience: 1 -4 years of Experience addressing customer issues or equivlent call center support experience

 

Required Skills:

  • Knowledge of C++, C#, VB, Windows, Mac Operating Systems

Preferred Skills:

  • Self Starter with strong analytical skills and strong organizational skills.
  • Exceptional Customer Service Skills.
  • Excellent Verbal and Written Communication Skills.
  • Strong technical knowledge of Networking, Windows Operating Systems, C++,C#, and VB.
  • Proficency in PC and Various Applications (MS Office and CRM Tools).
  • Strategic thinking and problem solving abilities.
  • Able to guide customers through remote sessions in order to capture data needed for Support.
  • Ability to handle high pressure situations

Education: BA/BS degree in Computer Science or equivalent

 

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

 

Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5000 – Human Resources Department and let us know the nature of your request and your contact information.

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