Verint Systems - Denver, CO
posted 5 months ago
As a valued member of Verint's Fraud and Security Solutions (FSS) Technical Support team, you will play a crucial role in providing technical support to Integrators, Partners, Customers, field engineers, technicians, and product support personnel. Your primary responsibility will be to assist in diagnosing, troubleshooting, repairing, and debugging complex equipment, computer systems, software, and networked or wireless systems. This position requires a proactive approach to problem-solving and a commitment to delivering exceptional customer service. In this role, you will handle incoming calls from end-users and integrators, providing troubleshooting and technical assistance while meticulously updating CRM notes in the ticketing system. You will also make outbound follow-up calls to address escalated technical issues, ensuring that all interactions are documented accurately. Your involvement may extend to customer installations and training, where you will work closely with higher-level technical support personnel to facilitate problem resolution and enhance customer management. A key aspect of your responsibilities will be to develop and author knowledge base articles and technical notes that will streamline future problem resolution processes. You will analyze and identify root cause factors and service issue trends, providing valuable insights to management. Collaboration with team members is essential as you work towards isolating factors and finding effective solutions or escalations. This position demands strong organizational and analytical skills, as well as the ability to manage multiple tasks with shifting priorities in a fast-paced environment.