Zahed Khan
Senior Technical Support Engineer @NiCE
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WORK HISTORY
Senior Technical Support Engineer @NiCE
London, GB
Provide technical support for service restoration, break-fix issues and show subject-matter-expertise on the NICE CXone platform\'s connectivity and ACD functionality, via phone, online and e-mail. Use advanced expertise (SIP and NICE product knowledge) to collect and effectively analyse logs, traces and packet captures to determine Root Cause. Take full ownership of communication related to the management of troubleshooting efforts internally within NICE and our external partner carriers / vendors. Mentor other colleagues on their communication, troubleshooting, process, product knowledge and case work. Collect useful Knowledge (KCS) content - create, update and review existing Knowledge Base Articles using the KCS methodology. Identify, document and report issues with software, design, reliability and maintenance issues to the relevant internal teams. Gather, validate and document all pertinent details related to Bugs to enable R&D to duplicate, isolate, correct, implement and deliver a resolution. Provide excellent customer service by properly de-escalating issues through expert communication and resource engagement. Develop and maintain consistent and exemplary performance on all KPIs modelling higher-level achievement for Level 1 & 2 TSEs and other peers.
EDUCATION
The University of Manchester
Computer Systems Engineering
SKILLS
ABOUT ZAHED KHAN
As a UC & Contact Centre expert, I have been delivering high quality customer service…
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