Sr. Specialist, Product Support

At Verint, we believe customer engagement is at the core of global brands. Our mission is to help organizations discover opportunities scarcely imagined by connecting work, data, and enterprise-wide experiences. 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 Customer Support Organization provides Verint’s installed customer base with post-implementation technical support services for the full line of Verint software offerings.

The Senior 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. The role 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:

• Bachelor’s degree in computer science or technology discipline or related field or equivalent work experience
• Minimum of 5 years of customer support experience in troubleshooting and resolving issues in an application support role
• Demonstrated experience of Database Technology and the ability to interpret schemas and/or author queries
• Experience in programming and/or debugging in JavaScript, XML, JSON, RESTful web service requests
• Familiarity with debugging tools/techniques
• Familiarity with the API troubleshooting and diagnostic tools such as Postman, SOAP UI to inspect request and response payloads, identify network issues, and troubleshoot API integration problems
• Strong written and verbal communication skills
• Experience in documenting customer issues with the ability to tailor the explanation of technical concepts to the audience
• Experience in effectively dealing with customer service issues and handling customer conflict
• Ability to work on 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
• Strong communication skills written and verbal; ability to tailor the explanation of technical concepts to the audience in well-organized ideas, information, and data to broad and diverse audiences internally and externally
• Able to address highly complex technical-related issues independently
• Experience in technical writing and documentation
• 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 Requirements:

• Experience working with Java-based multi-tier architecture enterprise applications
• Ability to interpret and edit XML files
• Experience with virtualization and Amazon cloud services
• Understanding of basic networking and OAuth 2.0 authorization framework
• Ability to author technical articles to document found solution
• Experience with Dynamics CRM

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