Verint Systems, Inc. Support Technician, Technical Support in Denver, Colorado
Support Technician, Technical Support
Job ID 15218
Overview of Job Function:
As a valued member of Verint’s Video Intelligence Solutions (VIS) Technical Support team, you will be responsible for advanced troubleshooting and working to resolve technical service requests escalated to you. Additionally, you will be the first point of contact for customer service inquiries received via the telephone, email, or the customer’s ticketing system. You will create service requests in the Oracle Customer Relationship Management (CRM) application, verify eligibility for support, and escalate any unresolved issues in accordance with standard escalation procedures. You will monitor the progress of a service request from its creation to its completion. You will be responsible for closing the request in accordance to the documented process.
Principal Duties and Essential Responsibilities:
•Responds to a moderate volume of technical service inquiries within focused verticals, either by phone, email, or the customer’s ticketing system, gathering information pertaining to the customer, contacts, eligibility for support, and install-base data. Utilizes this information to create service requests in Oracle CRM database.
•Works closely with team members to resolve service requests that have been escalated. Ensures follow up and detailed feedback are provided.
•Assesses nature of problem; utilizes technical expertise, exercises judgment and decision making to perform troubleshooting to work to resolve issue. Works with peers when appropriate to assist in resolving issues.
•Works with 3rd party hardware manufacturers to open service requests and troubleshoot their hardware remotely.
•Works with 3rd party vendors to dispatch them for on-site support when required.
•Processes RMA’s for hardware when required.
•For more complex issues, escalates issue to the appropriate technical support personnel for resolution.
•Gains understanding of how issue was resolved and applies knowledge to future service inquiries.
•Follows progress of request to ensure requests are resolved in a timely manner and that the customer is fully satisfied with resolution.
•Closes requests when completed.
•Performs various administrative and reporting tasks as assigned.
•Assists in training new employees.
•Adheres to written or verbally communicated processes.
•Bachelor’s degree Computer Science, Information Technology or equivalent work experience.
•2-3+ years of technical support experience preferably in a call center environment.
•Excellent customer service and phone etiquette skills.
•Demonstrable troubleshooting, organizational and analytical skills.
•Excellent problem solving skills and attention to detail.
•Strong verbal and written communication skills.
•Proven ability to manage multiple tasks with shifting priorities and timeframes.
•Works well in and supports a team environment.
•Ability to take direction, retain information, and apply in similar situations.
•Strong computer skills, including MS Word, Excel, Outlook, Windows Operating Systems.
•Willingness to work a flexible schedule including evenings and weekends, if needed.
•Bilingual English/Spanish – must be fluent in both, verbal and written
•Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.
•Formal trouble ticketing system and/or Oracle CRM application experience.
•Technical training and/or certifications highly desirable.
•Basic understanding of network architecture.
•Microsoft SQL database support and maintenance.
•Computer hardware knowledge including experience with hardware replacement.
•Basic understanding of Raid Technology, Windows 7 and/or 10, 2008/2012 server knowledge.
•Understanding system logs and event logs.
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.