Support Representative, Technical Support
Company Name:
Verint Systems, Inc.
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 service requests escalated to you. In addition, as required, 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 be responsible for creating service requests in the Oracle Customer Relationship Management (CRM) application, verifying eligibility for support, troubleshooting, and escalating any unresolved issues in accordance with standard escalation procedures. You will also monitor the progress of a service request from its creation to its completion; in addition 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 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 issue.
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; ensures request is resolved in a timely manner and that 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.
Other duties as assigned.
Minimum Requirements:
College degree or equivalent work experience
2-3 year previous experience in a Call Center environment or equivalent technical support experience
Excellent customer service skills and phone etiquette
Demonstrable troubleshooting skills, organization and analytical skills
Proven ability to manage multiple tasks with shifting priorities and timeframes
Work well in and support a team environment
Strong oral and written communication skills
Excellent problem solving skills and attention to detail
Ability to take direction, retain information, and apply in similar situations
Strong computer skills, including MS Excel, Outlook, Windows Operating Systems; ability to type 50 wpm
Willingness to work a flexible schedule including evenings and weekends
Successful completion of background and substance screening process designated for the position
Preferred Requirements:
Formal trouble ticketing system and/or Oracle CRM application experience.
Technical training/education and/or certifications highly desirable
Basic understanding of network architecture
Database support and maintenance
Computer Hardware knowledge including experience with hardware replacement
Basic understanding of Raid Technology, Windows XP, 2000, and 2003 Server knowledge;
Understanding system logs and event logs
Spanish speaking
Job Title: Support Representative, Technical Support
Location: US-CO-Denver
Job ID: 7674Estimated Salary: $20 to $28 per hour based on qualifications.
Verint Systems, Inc.
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 service requests escalated to you. In addition, as required, 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 be responsible for creating service requests in the Oracle Customer Relationship Management (CRM) application, verifying eligibility for support, troubleshooting, and escalating any unresolved issues in accordance with standard escalation procedures. You will also monitor the progress of a service request from its creation to its completion; in addition 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 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 issue.
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; ensures request is resolved in a timely manner and that 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.
Other duties as assigned.
Minimum Requirements:
College degree or equivalent work experience
2-3 year previous experience in a Call Center environment or equivalent technical support experience
Excellent customer service skills and phone etiquette
Demonstrable troubleshooting skills, organization and analytical skills
Proven ability to manage multiple tasks with shifting priorities and timeframes
Work well in and support a team environment
Strong oral and written communication skills
Excellent problem solving skills and attention to detail
Ability to take direction, retain information, and apply in similar situations
Strong computer skills, including MS Excel, Outlook, Windows Operating Systems; ability to type 50 wpm
Willingness to work a flexible schedule including evenings and weekends
Successful completion of background and substance screening process designated for the position
Preferred Requirements:
Formal trouble ticketing system and/or Oracle CRM application experience.
Technical training/education and/or certifications highly desirable
Basic understanding of network architecture
Database support and maintenance
Computer Hardware knowledge including experience with hardware replacement
Basic understanding of Raid Technology, Windows XP, 2000, and 2003 Server knowledge;
Understanding system logs and event logs
Spanish speaking
Job Title: Support Representative, Technical Support
Location: US-CO-Denver
Job ID: 7674Estimated Salary: $20 to $28 per hour based on qualifications.
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