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Verint Systems, Inc. Supervisor, Support – Recorder in Boston, Massachusetts

Supervisor, Support – Recorder

Location US-Remote (United States)

Job ID 15977

At Verint, we believe customer engagement is at the core of global brands. Our mission is to help organizations discover opportunities scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.Verint.com.

Overview of Job Function:

The Customer Support Organization provides Verint’s installed customer base with post-implementation technical support services for the full line of Verint CES software offerings.

TheSupervisor, Support – Recorder provides primary supervisory oversight, leadership, guidance and direction to the assigned technical support staff aimed at delivering a great customer experience in accordance with established service level agreements as well as productivity, quality and customer satisfaction metrics. In addition, the role will serve as a working supervisor and will consult and/or solely own some number of customer service requests requiring specialized technical knowledge or customer or escalation management. The role will assist in the technical training, mentoring and/or onboarding of individual contributors.

Principal Duties and Essential Responsibilities:

  • Provide supervisory leadership to technical support staff including developing, mentoring, coaching employees and overseeing daily operations, escalation management, etc.

  • Participate in employee selection and performance review processes.

  • Supervise team to deliver against established processes, and business KPIs in order to optimize customer satisfaction and the customer experience through efficient and timely issue resolution. Actively anticipate customer requirements and needs. Take ownership of opportunities to improve the customer experience, including customer escalations and in solving customer problems.

  • Responsible for employee development to meet the requirements and needs of the customers. Continuously identify areas for improvement in the areas of knowledge, process and employee skills.

  • Build relationships cross-functionally with key stakeholders such as R&D, Sales and Professional Services organizations.

  • Serve as customer contact as needed, or for escalated issues, ensuring exceptional communication with the customer to meet or exceed Verint’s contractual Service level Agreement (SLA). Provide regular updates with respect to progress of each incident, and quickly providing high quality, creative, and timely solutions in a professional manner while demonstrating the highest level of customer service.

  • Participate and lead department-wide initiatives, as assigned.

Minimum Requirements:

  • Bachelor’s degree in Business, Engineering, Computer Science or technical related field, or equivalent work experience

  • Minimum of 3+ years of relevant work experience in a technical support role

  • Demonstrated ability to develop, manage, and improve the performance of technical resources

  • Strong written and verbal communication skills

  • Demonstrated leadership skills

  • Strong problem solving skills

  • Experience in effectively dealing with customer service issues and handling customer conflict

  • Proven ability to deliver exceptional customer service and drive activities to improve the customer experience

  • Ability to work cross-functionally to maintain effective working relationships between Support and other functions

  • Highly motivated, hands-on leader

  • Strong technical aptitude with technology software and tools

  • Ability to work in a fast-paced, fast growing and dynamic environment

  • Ability to work non-standard business hours as needed

  • Travel up to 10% as needed

  • Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations

Preferred Requirements:

  • 1 year lead/supervisory experience

  • 3 years in an enterprise support operation environment

  • Working knowledge of workforce management and other enterprise applications

  • Significant understanding of networking and protocols (TCP/IP, SMTP, etc.)

  • Technical support or solution design role for an enterprise software company

  • Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols

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.

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