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Verint Systems, Inc. Senior Specialist, Product Support in Helena, Montana

Senior Specialist, Product Support

Location US-Remote (United States)

Job ID 16419

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.

Overview of Job Function:

As part of our Customer Support Organization, theSenior Product Support Specialist analyzes and evaluates complex technical problems and/or functionality questions within the software based on the application, data source or integration with external applications then determines the best course of action to resolve the problem or inquiry. The Senior Product Support Specialist is considered a subject matter expert with one or more Verint applications or components and has highly specialized advanced knowledge in one or more Verint technologies.

Principal Duties and Essential Responsibilities:

  • Act as the support leader for new Verint products

  • Serve as the primary support contact for key accounts and/or escalated accounts that have support ticket issues that need to be resolved

  • Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, product house, etc.) as necessary in the course of problem resolution, in addition to being a resource to those departments and escalated support members

  • Create and deliver summary presentations on key customer’s support history

  • Conduct periodic sessions to guide a customer in a consultative manner on product usage specific to their business needs

  • Deliver internal training on their area of expertise to other members of the team, as necessary

  • Author/co-author technical knowledge base articles in their area of expertise for use by the Support team

  • Develop and maintain product knowledge relevant to product offerings, current support policies, and methods of support delivery, in order to quickly provide technically accurate and complete solutions

  • As required, 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

  • Other duties and responsibilities as assigned

Minimum Requirements:

  • 5 years of customer contact center or service experience that supports implementation, and troubleshooting of software applications and related technology infrastructure, or equivalent

  • Strong communication skills written and verbal; ability to tailor the explanation of technical concepts to the audience

  • Experience in technical writing and documentation

  • Demonstrated ability to assume ownership of a customer and their corresponding issue(s) to manage through to conclusion and/or assume ownership of a uniquely technical issue(s) until resolution and closure is achieved

  • Demonstrated experience as a Verint software subject matter expert or technical expert in Verint application dependent technology

  • Ability to work a flexible schedule in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with Support’s published on-call policy

  • Successful completion of Verint background screening process including, but not limited to, employment verifications, criminal search, OFAC, and SS verification

Preferred Requirements:

  • Bachelor’s degree in an information technology discipline or related field

  • Demonstrated experience working with databases (SQL preferred); ability to interpret schemas and/or author queries and stored procedures

  • Understanding of networking and protocols (TCP/IP, SMTP, etc.)

  • Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols

  • Knowledge of operating systems, desktop domains (active directory) and Windows security

  • Familiarity with Contact Center operations and technology software and tools

  • Prior experience with the installation, support, usage or administration of Verint software strongly

  • Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc.

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.