Verint · 4 hours ago
Specialist, Technical Support
United States
Full-time
Remote
Mid Level
$60K/yr - $68K/yr
3+ years exp
Maximize your interview chancesIT Services and IT Consulting
Hiring Manager
Barbara Sher-Steneck
Insider Connection @Verint
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Responsibilities
Answers/processes incoming calls from end-users and/or integrators for troubleshooting and technical assistance and updates CRM notes in ticketing system.
Makes outbound follow-up calls to end-users and/or integrators to troubleshoot technical issues that have been escalated and updates CRM notes in ticketing system.
May be involved in customer installations and training.
Works with higher level technical support employees to assist with problem resolution and/or customer management.
Develops and authors knowledge base articles/tech notes that will assist with future problem resolution efficiencies.
Must assist team members in isolating factors while working towards a solution and/or escalation.
Analyzes and identifies root cause factors and service issue trends for Management.
Qualification
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Required
Bachelor’s Degree or equivalent work experience.
Minimum of 3 years of technical troubleshooting experience.
Proven ability to troubleshoot and analyze networked environments.
Proficient in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint) and MS Teams.
Proficiency with MS Server and MS SQL Server/ SQL query language.
Demonstrated proficiency with MS Windows, Active Directory, and Domain configuration.
Proven ability to manage multiple tasks with shifting priorities and timeframes.
Ability to quickly learn and master new technologies.
Strong organizational and analytical skills.
Proven record for delivering exceptional customer service.
Works effectively and supports a team environment.
Strong oral and written communication skills.
Excellent problem-solving skills.
Experience, enthusiasm, and dedication toward providing excellent customer service.
Must be able to work a rotating day shift, 8 hours in the day. The Support desk is open from 6 am – 6 pm MST to assist our customers.
Limited domestic travel for team meetings.
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.
Preferred
Relative Microsoft, Cisco, or Networking certifications highly desirable.
Experience with physical security or video surveillance hardware or software products.
Prior Call Center experience.
Formal ticketing system and/or Oracle Database experience.
Understanding system and event logs.
Company
Verint
Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise.
5,001-10,000 employees
H1B Sponsorship
Verint has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (6)
2021 (12)
2020 (22)
Funding
Current Stage
Late StageLeadership Team
Dan Bodner
CEO
Rob Scudiere
Chief Technology Officer
Recent News
TradingView
2024-04-05
2024-04-03
2024-03-28
Company data provided by crunchbase
