Job Description

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. 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. Learn more at www.verint.com .

Overview of Job Function:

The Product Support Representative provides front line troubleshooting and issue resolution to customer calls for technical assistance with Verint software and logs the details of those interactions into the Verint CRM. This role provides customers with first-call resolution to technical issues or collects quality technical detail to effectively transition the customer to a point of escalation. Our Product Support Representative recognizes the urgency of a customer issue and responds accordingly to ensure the issue receives special handling and live handoff to a Product Support Specialist whenever required.

Principal Duties and Essential Responsibilities:

• Respond to customer calls and support cases to follow up on or escalate issues. Demonstrate an urgent interest to satisfy their concerns and ensure proper ownership of issues and escalations.
• Execute customer edits in the CRM, activate and modify customer permissions to external tools, and ensure the customer’s support entitlement status.
• Deliver customer base notifications, marketing information, or product information as required.

Minimum Requirements:

• 1 - 2 years experience in a customer service role
• Familiarity with Contact Center operations and/or technology software and tools
• Strong written and verbal communication skills
• Customer service focused
• Basic knowledge of Microsoft OS and networking protocols
• Highly motivated and hands-on with the demonstrated ability to learn, understand, and retain technical concepts
• Ability to work a flexible schedule in the interest of customer satisfaction.
• 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
• Customers may request that additional checks be conducted on Verint employees. Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed based on our customer’s requirements.

Preferred Requirements:

• Bachelor’s degree in a technology discipline or related field
• Demonstrated knowledge, or training in one or more of the following areas:
• Databases
• Networking and protocols TCP/IP, HTTP, FTP, and SMTP
• Operating systems, desktop domains (active directory), windows security
• Understanding of HTML, JavaScript, XML
• Experience Supporting Software applications, including IIS, MS SQL Server, and Dynamics

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