Verint Systems, Inc. Specialist, Global Partner Support in Jefferson City, Missouri
Specialist, Global Partner Support
Location US-Remote (United States)
Job ID 15962
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 Global Partner Support Organization provides Verint’s Global Partners and SaaS Business partners post-implementation technical support services for the full line of Verint CES software offerings.
The Specialist, Global Partner Support role 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 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:
Assist Global Partners / Customers with assigned technical support issues up to Tier 4 level.
Provide accurate analysis, troubleshooting and testing of technical issues.
Ensure the highest level of communication with the customer to meet Verint’s Global Partner contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner while demonstrating the highest level of customer service.
Serve as the primary support contact for key Global Partner accounts and/or escalated accounts that have support ticket issues that need to be resolved.
Facilitate resolutions with Verint’s Global Partner/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.
Primary Interface between Verint Engineering and Global Partner contacts.
Conduct periodic sessions to guide a Global Partner / 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 Global Partner and SaaS Partner 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 resolutions.
Act as a SME for new Verint products and demonstrate an in-depth knowledge of multiple Verint products.
Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of all support cases.
Meet or exceed customer satisfaction objectives.
Meet or exceed ticket resolution targets both individually and as a team.
Work effectively unsupervised as well as in team environment.
Bachelor’s degree in a technology discipline or related field, or equivalent work experience.
Minimum of 3-5 years of customer contact center or service experience that supports implementation, and troubleshooting of software applications and related technology infrastructure, or equivalent.
Strong communication skills written and verbal; ability to tailor the explanation of technical concepts to the audience.
Experience in technical writing and documentation.
Demonstrated ability to assume ownership of a Partner/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.
Demonstrated experience working with Computer Telephony Integration (CTI).
Ability to work a flexible schedule in the interest of Partner/customer satisfaction; may be required to participate in on-call rotations consistent with the Global Partner Support’s on-call practice.
Ability to travel regionally / internationally on occasions.
The ability to obtain the necessary credit line required to travel.
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 .
Knowledge of operating systems, desktop domains (active directory) and Windows security.
Familiarity with Contact Center operations and technology software and tools.
Prior experience with the installation, support, usage or administration of Verint software including WFM, QM, and Recording.
Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc.
Demonstrated experience as a Verint CES software subject matter expert or technical expert in Verint application dependent technology.
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.