Verint Systems - Raleigh, NC
posted 5 months ago
About the position
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 will assist in isolating factors while working towards 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.
Responsibilities
- Answer/process incoming calls from end-users and/or integrators for troubleshooting and technical assistance and update CRM notes in the ticketing system.
- Make outbound follow-up calls to end-users and/or integrators to troubleshoot technical issues that have been escalated and update CRM notes in the ticketing system.
- May be involved in customer installations and training.
- Work with higher level technical support persons to assist with problem resolution and/or customer management.
- Develop and author knowledge base articles/tech notes that will assist with future problem resolution efficiencies.
- Assist team members in isolating factors while working towards a solution and/or escalation.
- Analyze and identify 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
