Verint Systems, Inc. Specialist, Product Support in Boston, Massachusetts
Specialist, Product Support
Location US-Remote (United States)
Job ID 15799
Overview of Job Function:
The Customer Support Organization provides Verint’s customer base with post-implementation technical support services for the full line of Verint CES software offerings.
The Product Support Specialist role analyzes and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications. The role determines the best course of action to resolve the problem or inquiry.
Principal Duties and Essential Responsibilities:
Assist customers with assigned technical support issues that are reported via telephone, web and email.
Provide accurate analysis, troubleshooting and testing of technical issues.
Ensure the highest level of communication with the customer to meet Verint’s contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner while demonstrating the highest level of customer service.
Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, product house, etc.) as necessary in the course of problem resolution. Technical guidance may be provided by a Senior Product Support Engineer and/or Technical Lead.
Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of a support case.
Meet or exceed customer satisfaction objectives.
Demonstrate a complete understanding of the features and functions of assigned products.
Develop and maintain product knowledge relevant to product offerings, current support policies and methods of support delivery to quickly provide technically accurate and complete resolutions.
Deliver internal training on their area of expertise to other members of the team, as necessary.
Bachelor’s degree in a technology discipline or related field, or equivalent work experience
Minimum of 3+ years of customer contact center or customer service experience that supports implementation, and troubleshooting of software applications and related technology infrastructure, or equivalent
Experience with operating systems, desktop domains (active directory) and Windows security
Ability to interpret schemas and/or author queries and stored procedures
Strong written and verbal communication skills
Experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience
Experience in effectively dealing with customer service issues and handling customer conflict
Experience supporting applications in the cloud and familiarity with cloud technologies
Ability to author technical articles to document found solution
Familiarity with Contact Center operations and technology software and tools
Ability to work a flexible schedule in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with Support’s on-call practice
Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc.
Prior experience with the installation, support, usage or administration of Workforce Management related products or Verint software
Understanding of networking and protocols (TCP/IP, SMTP, etc.)
Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols
Demonstrated experience working with databases (SQL preferred)
As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.
Verint Systems, Inc.
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