at Verint Systems, Inc. in Dover, Delaware, United States
Job Description
Overview of Job Function:
The Customer Support Organization provides Verint’s customer base with technical support services for Verint Customer Experience software offerings. The Associate 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.Principle Duties and Responsibilities:
+ Assist customers with assigned technical support issues that are reported via telephone, and ticketing system.
+ 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 for 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 all support cases.
+ Meet or exceed customer satisfaction objectives.
+ Demonstrate an understanding of the features and functions of assigned products.
MINIMUM REQUIREMENTS:
+ Bachelor’s degree in a technology discipline or related field, or equivalent work experience.
+ Minimum of 0-3 years of customer contact center or customer service experience that supports troubleshooting of software applications and related technology infrastructure, or equivalent.
+ Experience with Microsoft Office 365 applications, remote desktop applications, multiple web browsers and Windows.
+ Strong communication skills written and verbal.
+ Logic and problem-solving skills.
+ Self-motivated and proactive learner.
+ Ability to author technical articles to document solutions.
+ Experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience.
+ Customer service skills with experience in effectively dealing with customer conflict.
+ 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 practices.
+ 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.
+ Customers may request that additional checks be conducted on Verint employees. Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed based on our customer’s requirements.
PREFERRED SKILLS:
+ Familiarity with use of troubleshooting and tools such as browser developer, DataDog, Filezilla.
+ Prior experience with the installation, support, usage or administration of Customer Experience related products or Verint software.
+ Understanding of networking and protocols (TCP/IP, SMTP, etc.).
+ Demonstrated experience working with databases (SQL preferred).
