Role OverviewBusy and growing painting franchise is looking for a sharp motivated person to be our Customer Service Rep.

Role OverviewJoin our team in Greece as a Portuguese-speaking Customer Service Expert and develop your career in customer service while enjoying the lifestyle benefits of living in Greece.

Role OverviewDeliver exceptional customer service to German-speaking clients, assist with inquiries, and ensure an outstanding customer experience.

Category: IT Services Location: SUMMARYThis role is tailoredfor a High Tier 2 or Low Tier 3 engineer who thrives on a diverse workload.

About Us:

Endpoint is an interactive response technology (IRT®) systems and solutions provider that supports the life sciences industry. Since 2009, we have been working with a single vision in mind, to help sponsors and pharmaceutical companies achieve clinical trial success. Our solutions, realized through the proprietary PULSE® platform, have proven to maximize the supply chain, minimize operational costs, and ensure timely and accurate patient dosing. Endpoint is headquartered in Raleigh-Durham, North Carolina with offices across the United States, Europe, and Asia.

The Production Support Analyst (PSA) is the primary contact for end users of endpoint Interactive Response Technology (IRT) systems. In addition, the PSA will provide support to the Client Services and Data Management teams as needed.

Responsibilities:

• Provide excellent customer service to end users of endpoint IRT systems.
• Triage and respond to incoming queries (phone/email), ensuring that all requests are addressed in an appropriate timeframe.
• Troubleshoot technical and non-technical issues using documentation, system configuration, and other resources
• Document all incoming queries in endpoint’s ticketing system.
• Escalate to internal teams when issues cannot be resolved within the support team.
• Review data change requests for clarity, completeness and impact.
• Collaborate with Client Services and Customers as needed to ensure database updates are made in the spirit of the original request.
• Make minor modifications and execute existing SQL Data Scripts for viewing project data and system configuration
• Participates in conference calls and/or meetings with internal and external teams as needed.
• Organize own workspace and deadlines to ensure timely completion of tasks.
• Provide guidance and mentoring to associate PSAs.
• Create and submit training and knowledgebase for review by senior or lead PSA.
• Demonstrate appropriate decision-making and strong IRT trouble-shooting skills
• Verify data changes by using SQL scripts and ensure database updates are made in the spirit of the original request.
• This position requires weekend and holiday coverage.
• Perform other duties as required.

Experience:

• 2-4+ years’ experience in a user-facing role, with an emphasis on providing troubleshooting assistance and technical support via the phone & email.
• Ideal candidates should be adept communicators, able to provide guidance to non-technical users and ask questions that accurately and efficiently determine the customer’s need.
• A proven ability to understand technical concepts and learn very quickly, including experience with SQL databases.
• Some experience in the life science industry preferred.
• High-level of attention to detail with excellent organizational skills and ability to multi-task.
• Strong interpersonal skills with the ability to work effectively with a wide variety of professionals.
• Previous experience working in a fast-paced, support-oriented environment.
• Prior experience working with voice (IVR) web (IWR) and mobile (IMR) platforms is ideal.
• Ability to troubleshoot to determine the source of a customer issue using provided reference sources, data and other tools.

Skills:

• Strong attention to detail
• Excellent organizational and time management skills
• Excellent verbal and written communication skills
• Technical aptitude
• Adaptability/flexibility in a changeable, fast-paced environment
• Ability to learn and apply new skills quickly
• Critical thinking

Education:

• BA/BS Degree and/or appropriate experience

#LI-MT #LI-Remote

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

Our Technical Account Managers are seasoned account management and technical resolution professionals at the top of their field. They are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The Technical Account Manager is responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. Technical Account Manager will help customers overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer.

How will you make an impact?

• Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NiCE products and services.
• Foster Strategic Relationships: Build strong, collaborative relationships with clients, fostering trust and long-term partnerships.
• Deliver Exceptional Service: Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service.
• Technical Expertise: Leverage deep knowledge of NiCE products and technologies to troubleshoot client issues and optimize their solutions.
• Client-Centric Approach: Gain a comprehensive understanding of each client’s business needs and identify opportunities to enhance their success with NiCE solutions.
• Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NiCE products and services.
• Continuous Improvement: Contribute to the development and improvement of NiCE products and services by identifying and recommending enhancements based on client feedback.

As a Technical Account Manager, you will also be expected to:

• Have a proven background and understanding of modern cloud contact centers and their associated core applications.
• Support assigned customers in preparation for go-live and build confidence with them as they begin using NiCE products in their environment.
• Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development.
• Partner with other NiCE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution.
• Create, own, and develop a Customer Success Plan for each customer that is focused on ensuring key milestones and success criteria are delivered and value realisation is

assured.

• Work largely during the customers’ core business hours, with occasional extended hours as required to deliver planned activities.
• Plan and deliver all customer success / service delivery meetings with customers creating all content and providing in-depth analysis and management information and

reports.

• Deliver product overviews, demonstrate new features, and provide appropriate coaching as required.
• Responsible for customer satisfaction, retention and referencability for all assigned accounts.

Have you got what it takes?

• Bachelor’s degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience.
• 5 years of experience in a technical or service role within software, telecommunications, customer service, call/contact centers, or service delivery.
• Demonstrated proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills.
• Excellent customer service and communication skills, with fluency in both written and verbal communication.
• Ability to multitask effectively and thrive in a fast-paced environment.
• Working knowledge of contact center software design and functionality, with a strong understanding of technical concepts.

You will have an advantage if you also have:

• Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11123 Reporting into: Manager, Customer Success

Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Associate Product Operations Specialist

Mintel users rely on us to connect them quickly and accurately with the insight they need to make better business decisions. With a broad portfolio of data, tools, and methodologies, it can take time to learn how to get the most from the platform. This role has two core functions:

• Triage and respond to support tickets — Handle incoming client and internal chats/tickets, resolving where possible and routing to the right subject-matter expert (SME) as needed.

• Translate and maintain help content — Turn technical product and engineering documentation into clear, client-friendly help articles and in-product guides that support our global user base (100,000+ users) at scale.

What You’ll Do

• Triage incoming client and internal chats/tickets, resolving where possible and routing to the right SME as needed. Most queries will come from sales and client success teams, with escalations to other teams as required.

• Develop technical documentation leveraging critical thinking, Product and Engineering documentation and AI tools into client-friendly help content, including help centre articles and in-product guided pop-ups, following Mintel’s style guide and best practices.

• Keep client-support content current by updating materials in line with product changes, methodology updates, and new tool launches, working collaboratively with Marketing to ensure consistent language and tone.

• Track, analyse, and report on self-service metrics (e.g., article engagement, feedback ratings, ticket themes, feature adoption, ticket deflection) and use those insights to identify gaps, update existing content, or create new materials to address common user pain points.

• Support urgent client access issues as needed.

What You’ll Bring

• 3+ years’ experience in customer self-service, help content, and/or customer enablement in a technology/SaaS environment.

• Fluent in English with excellent written communication skills.

• Able to translate complex technical concepts into clear, accessible content for a non-technical audience.

• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment

• Analytical and problem-solving skills, the ability to review content performance data and user feedback to identify areas for improvement.

• Comfortable working in a multicultural, international environment.

• Proficiency with word processing, spreadsheets, flowcharting tools, and web authoring software.

• Familiarity with behavioural analytics tools and support systems (e.g., Microsoft Dynamics, Intercom)

What We Offer

• A culture that supports true collaboration whilst embracing remote working.
• Flexible start times and end times.
• Approach to personal development where we encourage individuals to grow and share what they’ve learned.
• Social events, both within the department and across the company.
• Generous annual leave and wider circle employee benefits.
• Additional one day off to celebrate your birthday.
• Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness, and Mintel Gives).
• Giving back is part of our culture with this in mind, Mintel gives employees 2 days’ leave per year to join local volunteering activities organised by our Mintel Gives (where applicable).
• Mental health and wellbeing support via Modern Health App.
• Beautifully designed offices foster collaboration and fun.

Mintel is an equal-opportunity employer that is committed to the strength of an inclusive workplace.

#LI-DB

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Manager, Customer Success is accountable for overseeing a Technical Account Management team that is responsible for delivering world-class customer service to NiCE’s key customers. Specifically, this position is responsible for building, mentoring, developing and leading a team of Technical Account Managers (TAMs). This position supports the TAMs in building long-term relationships with new and existing customers by leveraging appropriate company resources to meet their immediate needs, ensuring the resolution of technical issues, proposing enhancements to products and/or services, and helping them to use NiCE technology/products more effectively. The manager helps the team achieve its goals of industry-leading customer satisfaction, reference ability, and retention. This position also assists executives in defining organizational goals and strategic plans that ensure customer success, help the company grow, and build a positive, winning culture. This position is a customer-facing position chartered with engaging customers in a consultative capacity and providing specialized expertise around NiCE products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others. The manager will be responsible for both technical and business tasks including managing customer expectations and satisfaction, coaching TAMs who configure NiCE products based on best practices and customer requirements, coordinating inter-departmental activities within NiCE, tracking time and status within NiCE systems, and other tasks related to the success of his or her engagement.

Technical

• Provide direction to TAMs who are providing technical configuration, programming, database design, and management/coordination of changes to existing applications
• Provide process, data and object modeling in a variety of application and database environments
• Provide technical architecture leadership, analysis, design, development, and enhancement
• Maintain expertise and currency in industry-leading contact center technologies

Project

• Determine the need for and provide proposals for projects to improve business operations and effectiveness
• Develop costing proposals for projects, perform risk analysis, and manage change control
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects

Business

• Present a professional image in conduct, attitude and attire
• Assist with the development of client information management standards and evaluation of technology trends
• Contribute to business area assessment, user needs analysis and business systems design
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects

Supervisory

• Supervise and mentor a team of direct reports consisting of Associate, Staff, and Senior-level Technical Account Managers
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management
• Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives
• Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload
• Responsible for recruiting, hiring, coaching and discipline of employees within the department
• Perform annual merit reviews, quarterly reviews, and monthly or bi-weekly 1:1s.

Other

• This is an “on-call” position. You may receive calls 24X7 and are expected to be available unless otherwise engaged with another client or on a scheduled vacation
• Support the Technical Account Managers’ efforts with clients, helping them succeed
• Manage the assignment of new accounts to Technical Account Managers
• Maintain and disseminate a working knowledge of competitive product lines to the team in order to leverage the technical strengths and weaknesses of the competitor’s products to develop more qualified opportunities
• Provide assistance and coaching to Technical Account Managers enabling them to proactively and effectively identify customer needs and overcome objections to proposed solutions by performing technical benefits assessment for customers and gaining detailed understanding of their environment
• Oversee the development, administration, regular analysis and timely follow up of client satisfaction surveys
• Ensure that Technical Account Managers are tracking customer enhancement requests, participating in improving knowledgebase content, and are achieving their goals
• Measure progress/success of each Technical Account Manager via tracking of customer satisfaction, client retention, reference ability and revenue growth
• Follow the company Code of Ethics and NiCE policies and procedures at all times
• Communicate in an effective and professional way with customers in and outside of NiCE

Have you got what it takes?

• Bachelor’s degree in Computer Science, Business Information Systems or similar field equivalent work required.
• 7+ years experience in customer service, call/contact center, and/or service delivery
• 7+ years of Enterprise (Fortune 500) experience in Service Management
• 3+ years experience in building high-performance teams
• In-depth NiCE product knowledge
• Proven written and oral communication skills
• Strong mathematical skills and In-depth familiarity with Excel
• Problem-solving abilities and ability to meet deadlines
• Quantitative and statistical analysis skills
• Exceptional Customer facing skills
• Working technical knowledge of contact center software/design/functionality.
• Demonstrated experience in a fast-paced environment and meeting customer time constraints.
• Project management skills, and the ability to perform as a team player and leader.
• Ability to resolve complex and diverse issues and perform tasks and management.
• Demonstrated experience working independently with little to no daily supervision
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• Business Optimization: great skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise in software engineering, programming languages, integration, and/or databases

You will have an advantage if you also have:

• Working with Enterprise level accounts
• Network and Telecom experience
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11145 Reporting into: Vice President, Customer Success, SMB, CXone

Role Type: Manager

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over 2 million patients — to discover a better healthcare experience.

PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the PocketHealth platform, we’ve grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability. PocketHealth is a unified image management solution for over 800 hospitals and clinics across North America. We believe that by placing patients at the center of the record release process, data moves more ethically, easily and securely throughout the care journey, and we’re looking for passionate individuals to help make this vision a reality for millions more patients across North America.

About the role

PocketHealth is looking for a Senior Technical Support Specialist to support production healthcare systems used by providers and patients. This is not traditional IT helpdesk work — this role focuses on troubleshooting complex software systems backed by databases in a high-volume, business-critical environment.

You will work at the intersection of support, engineering, and customers, investigating system behavior, analyzing data, and resolving escalations that impact clinical workflows. The team operates like application and systems support analysts, ensuring reliability of PACS/DICOM workflows and related healthcare applications. You will become a trusted technical resource across the business, contributing to system stability, root cause analysis, and process improvement.

This team protects the reliability of healthcare workflows. The issues you resolve directly impact providers accessing medical imaging and patients accessing their records. Your work ensures the platform operates reliably at scale.

This job posting is for an existing vacancy. The salary range for this position is $72,000 – $80,000 annually, depending on the experience and expertise you bring to the team. Salary is just one part of the story, though; this role is also eligible for equity in the form of stock options and includes a comprehensive health and benefits package. We view our compensation as a total investment in your well-being, designed to support you both in your work and in your life outside of it.

What you’ll be doing:

• Investigate and resolve escalated production issues impacting providers and patients.
• Troubleshoot software systems backed by databases, using SQL queries to validate data, system behavior, and root causes.
• Diagnose issues at the system level - including configuration, integrations, and workflow behaviour - not just restarting services, but understanding why something is failing.
• Identify and replicate bugs, and escalate internally with clear documentation.
• Support PACS, DICOM, and healthcare application workflows in a live production environment, and maintain SLAs for high-impact cases.
• Document repeatable troubleshooting processes, system behaviours, and workarounds; contribute to process and tooling improvements.
• Contribute to technical implementation projects, supporting PACS/RIS/EMR integrations and DICOM/HL7 configuration as needed.
• Work cross-functionally with Engineering, Product, Account Management, and Technical Services to resolve complex issues.

These will help you be successful:

• 3+ years of experience supporting production software systems backed by databases (SQL Server, Oracle, MySQL, etc.).
• Comfortable writing queries to investigate data issues and validate system behaviour.
• Experience troubleshooting complex applications (not just device or hardware support).
• Experience supporting business-critical platforms such as PACS, ERP, EMR, financial, education, or industrial systems.
• Ability to diagnose issues at the system level, including configuration, integrations, and workflow behaviour.
• Strong communication skills - able to work directly with technical and non-technical stakeholders.

Nice to have, but aren’t deal breakers:

• PACS / RIS / EMR system experience and knowledge of DICOM or HL7 standards.
• Experience working in healthcare environments; familiarity with HIPAA, PHIPA, or SOC2.
• Exposure to Windows server environments and systems or network administration.
• Experience documenting processes and creating user or internal guides.
• Experience working with performance metrics and SLAs.

You can do amazing things at PocketHealth. You can positively impact the healthcare journey for millions of people, while building your career and developing your skills. It doesn’t have to be one or the other. It has been a part of our mission since our founding to empower patients & make healthcare accessible to all, and we know this can only be achieved with a team of diverse perspectives that is representative of the Patient & Provider communities we serve.

People love working here for these reasons and more: working remotely, our competitive salaries and benefits (including stock options for every employee!), four weeks of paid time off, unlimited paid wellness days, extended mental health coverage, and 16 weeks of parental leave top-up.

We’re proud to foster a culture that embraces diversity, equity, and inclusion, and we believe in caring for our employees with the same thoughtfulness we offer our Patients & Providers.

If there are ways we can support you through the recruitment process with an accommodation, please let us know by reaching out to [email protected]. Applications are accepted via posting only.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Moab

Moab is building a modern, all-in-one software platform for equipment dealers and rental businesses. The equipment dealer and rental market is a key part of the multi-trillion dollar construction, agriculture, and logistics industries, and is currently underserved by antiquated incumbent software solutions (most of which were founded in the 1980s and 1990s). Our customers run businesses where a missed delivery, a wrong invoice, or a stuck dispatch board costs them real money — sometimes within the hour. They depend on us to keep their day moving, and they depend on the people behind our support inbox to do the same.

We’re a small team of energetic, dedicated, and passionate individuals. We value team members who can not only roll up their sleeves to do hands-on work, but also think clearly and creatively about the big picture. At Moab, you’ll find significant room for career growth, fostered by a meritocratic culture that prioritizes individual and team development.

About the Role

You’ll spend your day making sure our customers are taken care of — answering questions, untangling problems, and being the voice that turns “something’s broken” into “Moab figured it out.”

A substantial portion of your time will be spent investigating bugs. You’ll reproduce reported issues, dig into our internal tools and AI-powered triage agents to gather evidence, and build a clean handoff for engineering when the problem needs code changes. From there, you’ll track the open bug through to resolution — pulling timelines from engineers, translating their updates into plain language, and closing the loop with the customer.

You’ll be the customer’s advocate inside Moab, and Moab’s calm, competent face back to the customer. You’ll have a direct line to engineers and operations folks who deeply understand the platform — knowing when to escalate is part of the job, not a weakness.

What You’ll Do

The core of the job:

• Own the customer inbox. Triage incoming tickets, respond quickly and clearly, and make sure no customer is left wondering what’s happening with their issue.

• Investigate bugs end-to-end. Reproduce the issue, use our internal tooling and AI triage agents to gather evidence, and prepare a clean handoff for engineering when code changes are needed.

• Work the queue with engineering. Track open bugs, pull timelines and ETAs from the eng team, and translate “we shipped a fix in orders_v2” into something the customer actually wants to read.

• Close the loop with customers. When a bug is fixed, a question is answered, or a workaround is found, you’re the one who tells them — in plain language — what happened and what to expect next.

You’ll also:

• Use our AI tooling well. We’ve built bug-triage agents, a product knowledge brain, query assistants, and a growing toolkit specifically to make support investigation faster. You’ll be a power user of these tools and a steady source of feedback on how to make them better.

• Spot patterns. If three customers hit the same issue this week, you’ll be the first to notice and the one to flag it to product and engineering.

• Contribute to our knowledge base. As you answer the same question for the fifth time, write the article that means no one ever has to ask it again.

What You Need

Background:

• We care much more about the type of person you are than where you’ve been. That said, some backgrounds that translate particularly well:

  • B2B SaaS support for non-technical end users

  • Customer success at a product-led company

  • Operations roles where you were the person people came to when something wasn’t working

Who you are:

• You’re a strong written communicator. You can write a one-paragraph reply that is warm, accurate, and free of jargon — and you can do it twenty times a day without losing the warmth.

• You’re genuinely curious about how things work under the hood. You read error messages. You poke at the UI. You’re not afraid of a SQL query, a log file, or a CLI prompt — even if you’re not writing them from scratch yet.

• You’re comfortable working with AI tools as part of your daily workflow, and capable of judging when the tool is wrong. You treat AI output as a draft, not a verdict.

• You’re organized in a queue-driven environment. You can hold twenty open threads in your head and not drop any of them. When you say you’ll follow up, you follow up.

• You hold a high standard for what “done” means. A ticket isn’t closed until the customer is actually taken care of.

• You’re patient and empathetic as a default, not as an effort. You understand that when a customer is frustrated, it’s usually because their day is on fire — and you take that seriously.

Nice to Haves

• Background in equipment rental, construction, agriculture, or another field-services industry. If you’ve lived the workflows our customers run, that’s a huge advantage — you’ll have instant credibility in every conversation.

• Experience with support platforms like Pylon, Zendesk, or Intercom, and with tools like Slack, Linear, or Jira for cross-functional bug tracking.

• Familiarity with reading APIs, JSON, or basic SQL — or the genuine appetite to learn it quickly. You don’t need to write code, but you need to be willing to read it when it helps.

• Experience at a growing company where processes were being built at the same time as the work was getting done.

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

Our Technical Account Managers are seasoned account management and technical resolution professionals at the top of their field. They are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The Technical Account Manager is responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. Technical Account Manager will help customers overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer.

How will you make an impact?

• Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NiCE products and services.
• Foster Strategic Relationships: Build strong, collaborative relationships with clients, fostering trust and long-term partnerships.
• Deliver Exceptional Service: Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service.
• Technical Expertise: Leverage deep knowledge of NiCE products and technologies to troubleshoot client issues and optimize their solutions.
• Client-Centric Approach: Gain a comprehensive understanding of each client’s business needs and identify opportunities to enhance their success with NiCE solutions.
• Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NiCE products and services.
• Continuous Improvement: Contribute to the development and improvement of NiCE products and services by identifying and recommending enhancements based on client feedback.

As a Technical Account Manager, you will also be expected to:

• Have a proven background and understanding of modern cloud contact centers and their associated core applications.
• Support assigned customers in preparation for go-live and build confidence with them as they begin using NiCE products in their environment.
• Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development.
• Partner with other NiCE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution.
• Create, own, and develop a Customer Success Plan for each customer that is focused on ensuring key milestones and success criteria are delivered and value realisation is

assured.

• Work largely during the customers’ core business hours, with occasional extended hours as required to deliver planned activities.
• Plan and deliver all customer success / service delivery meetings with customers creating all content and providing in-depth analysis and management information and

reports.

• Deliver product overviews, demonstrate new features, and provide appropriate coaching as required.
• Responsible for customer satisfaction, retention and referencability for all assigned accounts.

Have you got what it takes?

• Bachelor’s degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience.
• 5 years of experience in a technical or service role within software, telecommunications, customer service, call/contact centers, or service delivery.
• Demonstrated proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills.
• Excellent customer service and communication skills, with fluency in both written and verbal communication.
• Ability to multitask effectively and thrive in a fast-paced environment.
• Working knowledge of contact center software design and functionality, with a strong understanding of technical concepts.

You will have an advantage if you also have:

• Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11123 Reporting into: Manager, Customer Success

Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Who we are

We simplify wealth creation. Founded in 2014 in Vienna, Austria by Eric Demuth, Paul Klanschek and Christian Trummer, we’re here to help people trust themselves enough to build their financial freedom — for now and the future. Our user-friendly, trade-everything platform empowers both first-time investors and seasoned experts to invest in the cryptocurrencies, crypto indices, stocks*, precious metals and commodities* they want — with any sized budget, 24⁄7. Our global team works across different cultures and time zones, bringing our products to more than 7 million customers, making us one of Europe’s safest and most secure platforms that powers modern investing.

Headquartered in Austria but operating across Europe, our products are built by fast-moving, talented, “roll-up-your-sleeves-and-make-it-happen” kind of people. It’s these diverse perspectives and innovative minds operating as ONE TEAM that keep Bitpanda at the cutting edge of our industry. So if you’re someone who thinks big, moves fast and wants to make an impact right from day one, then get ready to join our industry-changing team. Let’s go!

Your mission

As a Localized Customer Care Associate, you will provide high-quality, phone-based customer care for a specific market. In this role, you will handle customer inquiries with professionalism and care, ensuring every interaction builds trust and loyalty, and contribute to the growth and success of localized customer care operations.

What you’ll do:

• Provide world-class service to Bitpanda’s customers by handling their requests primarily through phone support, but occasionally also via ticketing system and live chat, ensuring timely and professional support that enhances customer satisfaction and loyalty.
• Align daily with your manager and collaborate to achieve company and team targets through strategic planning, strong communication, and consistent focus on performance metrics.
• Dive deep into user feedback to identify critical product and feature requests, working closely with internal teams to share actionable insights and improve the customer experience.
• Continuously strive to identify opportunities to improve Bitpanda’s support processes, contributing to overall excellence in customer care.
• Build strong relationships with other departments, fostering collaboration to increase Customer Satisfaction (CSAT)  and Net Promoter Scores (NPS).

Who you are

• Proven experience within Customer Care or Sales, providing support to clients via phone or video calls.
• Excellent verbal and written communication skills in Italian(C2 level or equivalent) and English (B2 level or higher); additional languages are a plus.
• A passion for crypto, investing, and an interest in global financial markets or fintech domains is advantageous but optional.
• Flexible and adaptable to thrive in a dynamic, fast-paced environment; willing to work in shift patterns, including evenings and weekends, as needed.
• Experience with Customer Care systems, such as Zendesk, is desirable but optional.

What’s in it for you

• Flexibility to work where you thrive – Enjoy the freedom of our Hybrid working model, combining onsite collaboration and remote work, with an additional 25 days per year to work from a city or country of your choice.
• Reward for your impact – Receive a competitive total compensation package aligned with Bitpanda’s pay-for-impact policy, including participation in our stock option plan.
• Support for your mental wellbeing – Access confidential coaching, counselling, and mental health resources whenever you need them through OpenUP.
• Time to recharge – Take extra time off to rest, reset, and recharge, with 3 additional days off in 2026 to prioritise your wellbeing.
• Continuous learning and growth – Grow your skills and stay ahead in your career with unlimited access to Udemy’s library of online courses at your own pace.
• Exclusive perks and rewards – Enjoy discounts, rewards, and perks from partners worldwide across lifestyle, wellness, tech, and travel.
• Support during life milestones – Take advantage of our additional 8 weeks of gender-neutral new parent leave to welcome and bond with your new addition to the family.
• Fuel and focus on-site – Pandas in Vienna, Bucharest, Barcelona, and Berlin can enjoy free onsite dining, with freshly prepared lunches and snacks to keep you fueled and focused all day long.
• Recognition for your contributions – Celebrate milestones and achievements with recognition and rewards for your Tenure at Bitpanda.
• Show your Bitpanda pride – Access exclusive Bitpanda-branded merchandise and gear to represent.
• Connect and celebrate with your team – Join unforgettable company events, from our Winter Party in Vienna to gatherings worldwide, fostering fun, connection, and celebration

       .…and even more location-specific benefits designed to make life at Bitpanda even more rewarding wherever you are.

Above all, you will have the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform.

Bitpanda is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills.

\* These benefits may be adjusted at Bitpanda’s discretion and do not apply to our internships and exceptions to our Hybrid Working policy apply to teams with shift schedules or for folks whose roles require them to be in-office (think: Workplaces team or IT).

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Manager, Customer Success is accountable for overseeing a Technical Account Management team that is responsible for delivering world-class customer service to NiCE’s key customers. Specifically, this position is responsible for building, mentoring, developing and leading a team of Technical Account Managers (TAMs). This position supports the TAMs in building long-term relationships with new and existing customers by leveraging appropriate company resources to meet their immediate needs, ensuring the resolution of technical issues, proposing enhancements to products and/or services, and helping them to use NiCE technology/products more effectively. The manager helps the team achieve its goals of industry-leading customer satisfaction, reference ability, and retention. This position also assists executives in defining organizational goals and strategic plans that ensure customer success, help the company grow, and build a positive, winning culture. This position is a customer-facing position chartered with engaging customers in a consultative capacity and providing specialized expertise around NiCE products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others. The manager will be responsible for both technical and business tasks including managing customer expectations and satisfaction, coaching TAMs who configure NiCE products based on best practices and customer requirements, coordinating inter-departmental activities within NiCE, tracking time and status within NiCE systems, and other tasks related to the success of his or her engagement.

Technical

• Provide direction to TAMs who are providing technical configuration, programming, database design, and management/coordination of changes to existing applications
• Provide process, data and object modeling in a variety of application and database environments
• Provide technical architecture leadership, analysis, design, development, and enhancement
• Maintain expertise and currency in industry-leading contact center technologies

Project

• Determine the need for and provide proposals for projects to improve business operations and effectiveness
• Develop costing proposals for projects, perform risk analysis, and manage change control
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects

Business

• Present a professional image in conduct, attitude and attire
• Assist with the development of client information management standards and evaluation of technology trends
• Contribute to business area assessment, user needs analysis and business systems design
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects

Supervisory

• Supervise and mentor a team of direct reports consisting of Associate, Staff, and Senior-level Technical Account Managers
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management
• Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives
• Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload
• Responsible for recruiting, hiring, coaching and discipline of employees within the department
• Perform annual merit reviews, quarterly reviews, and monthly or bi-weekly 1:1s.

Other

• This is an “on-call” position. You may receive calls 24X7 and are expected to be available unless otherwise engaged with another client or on a scheduled vacation
• Support the Technical Account Managers’ efforts with clients, helping them succeed
• Manage the assignment of new accounts to Technical Account Managers
• Maintain and disseminate a working knowledge of competitive product lines to the team in order to leverage the technical strengths and weaknesses of the competitor’s products to develop more qualified opportunities
• Provide assistance and coaching to Technical Account Managers enabling them to proactively and effectively identify customer needs and overcome objections to proposed solutions by performing technical benefits assessment for customers and gaining detailed understanding of their environment
• Oversee the development, administration, regular analysis and timely follow up of client satisfaction surveys
• Ensure that Technical Account Managers are tracking customer enhancement requests, participating in improving knowledgebase content, and are achieving their goals
• Measure progress/success of each Technical Account Manager via tracking of customer satisfaction, client retention, reference ability and revenue growth
• Follow the company Code of Ethics and NiCE policies and procedures at all times
• Communicate in an effective and professional way with customers in and outside of NiCE

Have you got what it takes?

• Bachelor’s degree in Computer Science, Business Information Systems or similar field equivalent work required.
• 7+ years experience in customer service, call/contact center, and/or service delivery
• 7+ years of Enterprise (Fortune 500) experience in Service Management
• 3+ years experience in building high-performance teams
• In-depth NiCE product knowledge
• Proven written and oral communication skills
• Strong mathematical skills and In-depth familiarity with Excel
• Problem-solving abilities and ability to meet deadlines
• Quantitative and statistical analysis skills
• Exceptional Customer facing skills
• Working technical knowledge of contact center software/design/functionality.
• Demonstrated experience in a fast-paced environment and meeting customer time constraints.
• Project management skills, and the ability to perform as a team player and leader.
• Ability to resolve complex and diverse issues and perform tasks and management.
• Demonstrated experience working independently with little to no daily supervision
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• Business Optimization: great skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise in software engineering, programming languages, integration, and/or databases

You will have an advantage if you also have:

• Working with Enterprise level accounts
• Network and Telecom experience
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11145 Reporting into: Vice President, Customer Success, SMB, CXone

Role Type: Manager

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

POSITION SUMMARY:

The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera’s division and provides world class service to customers consisting of medical professionals, patients and cross functional internal and external teams. This position primarily consists of working with customers and sales representatives to ensure a smooth ordering process and quick reporting of results. Requires ability to work independently, multi-task, and use critical thinking skills to resolve issues in a timely manner.

PRIMARY RESPONSIBILITIES

• Respond promptly to internal and external customer inquiries.

• Serve as the lead contact for accounts and Sales and document all interactions, communications, actions taken, and follow ups.

• Build rapport with accounts, patients and Sales to resolve missing information in a timely manner, ensuring TAT is met.

• Communicate delays and cancellations to customers and help facilitate redraw of samples as needed.

• Deals directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution.

• Familiarity with all oncology tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers.

• Special projects and other duties may be assigned to meet business needs.

• This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job.

• Must maintain a current status on Natera training requirements.

QUALIFICATIONS

• Two year degree and/or 2-5 years of related experience, undergraduate degree preferred.

• Skilled specialist, completes tasks in a resourceful and efficient manner.

• Advanced professional growth education.

• Must complete training relating to HIPAA/PHI privacy, general policies and procedure compliance training and security training as soon as possible but not later than the first 30 days of hire.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellence in de-escalating customer behavior.

• Excellent organizational skills and ability to balance multiple client needs and internal stakeholders.

• Problem analysis and problem solving skills.

• Adaptability to change and self-starter.

• Knowledge of customer service principles and practices.

• Experience in both phone and written customer support.

• Knowledge of administrative procedures and protocols.

• Knowledge of numeric, oral, and written language applications.

• Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar.

• Excellence in attention to detail and critical thinking.

• Adaptability to change and self-starter.

• Ability to maintain professionalism during highly escalated situations

Preferred Skills and Experience

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities.

• Problem analysis and problem solving.

• Data collection and maintenance.

• Bilingual is a plus.

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

Remote USA

$21—$23 USD

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.natera.com.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents.

Link: https://www.natera.com/notice-of-data-collection-california-residents/

Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For more information:

- BBB announcement on job scams

- FBI Cyber Crime resource page

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