Verint Systems, Inc. Tech Lead, Product Support in Helena, Montana
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 Technical Lead, Product Support provides guidance to a team of Product Support Specialists to troubleshoot and service complex problems reported by Verint’s customers in accordance with established service level agreements, productivity and customer satisfaction expectations. The Technical Lead, Product Support assumes ownership of issues as complexity or customer temperature requires.
The role provides guidance to others given their proven ability to analyze and evaluate technical problems and/or functionality questions and determine the best course of action to resolve the problem or inquiry. The role has the authority to assign work based on their technical knowledge and awareness of the employee’s skill set and current workload. These issues can be application-specific, and/or related to integrations internal to the product or with other external applications and data sources.
Principal Duties and Essential Responsibilities:
Serve as the subject matter expert with more than one Verint application and has highly specialized advanced knowledge in one or more Verint software dependent technologies.
Deliver internal training on their area of expertise to other members of the team, as necessary.
Build relationships with the internal and external Support organization’s customers.
Act as a primary support contact for key accounts and/or escalated accounts.
Serve as the key point of contact between the Support organization and the Development organization.
Communicate in both a verbal and written format directly with Verint’s customer contacts and facilitate communications with other members of the Verint organization (sales, services, and product house, etc.) as necessary in the course of problem resolution. This also includes customer senior management.
Create and deliver summary presentations on a specific customer’s support history. Conduct sessions to guide a customer in a consultative manner on product usage specific to their business needs.
Author/co-author/review technical knowledge base articles in their area of expertise for use by the Support team.
Act as a SME for new Verint products.
Other duties and responsibilities as assigned.
Bachelor’s degree in a technology discipline or related field, or equivalent work experience
Minimum of 5-8 years of customer contact center or services related experience that supports the implementation and/or troubleshooting of software applications and related technology infrastructure
Strong communication skills written and verbal; ability to tailor the explanation of technical concepts to the audience
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; ownership would include regular internal and external communications constructed to best position content
Demonstrated ability to lead and provide proper guidance and direction to others
Ability to quickly assess a reported problem and determine the best resource to assume ownership
Proven ability to provide mentorship to team members
Demonstrated ability to teach technical concepts in a structured and interactive manner and validate knowledge transfer
Ability to provide guidance to team members on the approach to resolution on the issues they are assigned
Knowledge of operating systems, desktop domains (active directory), and Windows security
Familiarity with Contact Center operations and technology software and tools
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 on-call practice
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
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
Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG etc.
Prior experience with the installation, support, usage, or administration of Verint software