Verint Systems - Springfield, IL
posted 5 months ago
About the position
At Verint, we set the standard for understanding the unique fraud and security challenges for financial institutions. Our mission is to help financial institutions meet their specific needs with our specialized suite of security solutions. 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. As a valued member of Verint's Fraud and Security Solutions (FSS) Technical Support team, you will provide technical support to Integrators/Partners, Customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex equipment, computer systems, complex software, or networked and/or wireless systems. You will be responsible for answering and processing incoming calls from end-users and/or integrators for troubleshooting and technical assistance, as well as making outbound follow-up calls to troubleshoot technical issues that have been escalated. Your role may also involve customer installations and training, working with higher-level technical support personnel to assist with problem resolution and customer management. Additionally, you will develop and author knowledge base articles and technical notes that will assist with future problem resolution efficiencies. Analyzing and identifying root cause factors and service issue trends for management will also be part of your responsibilities. This position requires a strong commitment to delivering exceptional customer service and the ability to work effectively in a team environment, supporting your colleagues in isolating factors while working towards solutions or escalations.
Responsibilities
- Answers/processes incoming calls from end-users and/or integrators for troubleshooting and technical assistance and updates CRM notes in ticketing system.
- Makes outbound follow-up calls to end-users and/or integrators to troubleshoot technical issues that have been escalated and updates CRM notes in ticketing system.
- May be involved in customer installations and training.
- Works with higher level technical support persons to assist with problem resolution and/or customer management.
- Develops and authors knowledge base articles/tech notes that will assist with future problem resolution efficiencies.
- Assists team members in isolating factors while working towards a solution and/or escalation.
- Analyzes and identifies root cause factors and service issue trends for Management.
Requirements
- Bachelor's Degree or equivalent work experience.
- Minimum of 3 years of technical troubleshooting experience.
- Proven ability to troubleshoot and analyze networked environments.
- Proficient in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint) and MS Teams.
- Proficiency with MS Server and MS SQL Server/ SQL query language.
- Demonstrated proficiency with MS Windows, Active Directory, and Domain configuration.
- Proven ability to manage multiple tasks with shifting priorities and timeframes.
- Ability to quickly learn and master new technologies.
- Strong organizational and analytical skills.
- Proven record for delivering exceptional customer service.
- Works effectively and supports a team environment.
- Strong oral and written communication skills.
- Excellent problem-solving skills.
- Experience, enthusiasm, and dedication toward providing excellent customer service.
Nice-to-haves
- Relative Microsoft, Cisco, or Networking certifications highly desirable.
- Experience with physical security or video surveillance hardware or software products.
- Prior Call Center environment experience.
- Formal ticketing system and/or Oracle Database experience.
- Understanding system and event logs.
Benefits
- Comprehensive health insurance coverage
- 401k retirement savings plan
- Paid time off and holidays
- Professional development opportunities
- Flexible scheduling options
