Verint Systems - Richmond, VA
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. Additionally, you will be responsible for developing and authoring knowledge base articles and technical notes that will aid in future problem resolution efficiencies. Analyzing and identifying root cause factors and service issue trends will be essential for providing insights to management and improving overall service delivery. This position requires strong organizational and analytical skills, as well as the ability to manage multiple tasks with shifting priorities in a fast-paced environment.