Product Support Engineer

Company Name:
Verint Systems, Inc.
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 EIS software offerings.
This role is responsible for analyzing and evaluating technical problems and/or functionality questions and determining the best course of action to resolve the problem or inquiry. These issues can be application-specific, and/or related to integrations internal to the product, or with other external applications and data sources.
Principal Duties and Essential Responsibilities:
Function as primary customer contact for all incoming calls and assigned customer cases by providing telephone, web, and email based technical support for products within Verint''s Product Suite.
Ensure the highest level of communication with the customer and meeting our contractual Service level Agreement (SLA) by providing 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.
The Product Support Engineer communicates in both a verbal and written format directly with Verint's customer contacts and will facilitate communications with other members of the Verint organization (sales, services, and product house, etc) as is necessary in the course of problem resolution.
Technical guidance may be provided by a Senior Product Support Engineer and/or Technical Lead. May collaborate with, or provide guidance to, other members of the team.
This role works under the general supervision of a Manager and/or Team Leader.
Minimum Requirements:
4 years of customer contact center or 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
Can interpret schemas, and/or author queries and stored procedures
Strong communication skills written and verbal - experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions
Familiarity with Contact Center operations and technology software and tools
Experience in effectively dealing with customer service issues & handling customer conflict
Willingness to demonstrate scheduling flexibility in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with our published on call policy
May need to accommodate occasional travel
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:
Bachelor's degree in an information technology discipline or related field
Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG etc., will be a significant plus.
Prior experience with the installation, support, usage, or administration of Workforce Management related products or Verint software preferred
Understanding of networking and protocols (TCP/IP, SMTP, etc) preferred
Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols preferred
Demonstrated experience working with databases (SQL preferred)
Job Title: Product Support Engineer
Location: US-GA-Alpharetta
Job ID: 7889

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