Verint

About Verint

Role Purpose The Technical Support Engineer is trained across the Verint product Customer Engagement Solutions (CES) portfolio as required to undertake customer support activities. The CES Support Team provides high class customer support on product suites such as: Workforce Optimization - Recording, Workforce Management, Desktop and Process Analytics Voice of the Customer - Speech Analytics, Enterprise Feedback Manager Job Metrics Areas in which the role will be measured are: Customer Satisfaction Ticket Numbers Customer Feedback As required, customers may request that additional background 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 requirements. In what areas will you perform? Customer Support Part of a team delivering Technical Support to our Customers and Partners Develop key skills and knowledge of Verint applications. Deliver a high level of customer satisfaction through prompt, professional and knowledgeable assistance. Use the Verint Incident Management System (IMS) to track Service Request activity, providing detailed updates to Customers on all service requests assigned to you. Effective and efficient problem solving skills - Ability to define problems, collect data, establish facts and draw valid conclusions Carry out proactive monitoring of all service requests assigned to you with appropriate action taken to expedite closure. Liaise closely with the Tier 3 Development Teams to identify product defects. Research and investigate RCA (Root Cause Analysis) on repeat issues and escalations Able to be professional and have timely management of personal work load covering multiple requests. Participate in Out of Hours support as directed and required and to undertake On Call duties if required. Carry out all duties in accordance to company policy and quality assurance processes Maintain an awareness of company and departmental objectives and goals Maintain an awareness and knowledge of working practices and processes Meet or exceed of company and departmental objectives and goals Able to work non-standard business hours Customer Escalation Identify, highlight, monitor and resolve project related issues. Communicate relevant issues both to Management, Support, Product House and Manager. QA Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues & effectively communicate solutions to customers, and liaising with Product Development to identify product defects Provide QA input into product patches Install and maintain in-house environmental that allow for the reproduction and testing of customer issues Skills & Experience General Essential Experience of working within customer technical support or within a previous customer facing role. Experience supporting applications or infrastructure to “Blue Chip” enterprise customers, government agencies, IT professionals and partners Good interpersonal skills (written and spoken) Knowledge of Windows operating systems Microsoft SQL Server: Transact-SQL and SQL Administration Knowledge of office software programs, e.g. Microsoft Office Familiarity with debugging tools/techniques Experience of troubleshooting and resolving issues in an application support role Experience of supporting external customers Desirable Clear understanding of enterprise applications and Microsoft environments Networking Experience of TCP/IP, DNS, LDAP, WMI, Single Sign On Experience of WebLogic, or alternative application servers – Jboss, Websphere Experience of virtualization – VMWare vSphere, Citrix Experience of programming and debugging Some understanding of Verint Applications products Strong understanding of the technologies used within our customers’ Contact Centre environment Familiar with WebEx or equivalent Familiar with Fiddler / Wire shark debug tools Additional language skills desirable – French, Spanish or German Environment The role is mainly office based although remote working from home is also possible. Potential requirement for travel to Customer or other Verint sites as part of pro-active engagements or training Personal Team Player Good written and verbal communication skills Be able to follow process but to remain flexible in achieving project objectives Ambitious, motivated, eager to learn and demonstrate humility and ability to add value Specific Qualifications & Accreditations Essential IT related degree Desirable MCSE – Windows CCNA – Cisco If you are interested in applying for this job opportunity, please email your cover letter and Resume to [email removed] Please be sure to note the job ID in which you are interested in applying. Please note that that any offer of employment will be subject to providing satisfactory documentary proof of entitlement to work in the UK. All applicants who meet the requirements advertised will be given fair and equal consideration, regardless of race, sex, colour, creed, nationality, ethnic origin, marital status, sexual orientation, religion, age or disability.

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Company Info

Legal Form: Inc

Company Type: Public

Company Size: 1001 - 5000

Revenue: 1 - 2 billion (USD)

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Job Ads per Month: 9.7

Hiring Locations: 17

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