Specialist, Product Support

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. 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 Product Support Specialist is passionate about fixing problems and providing above and beyond type of customer service. They have a high sense of urgency matched with the ability to provide quality responses in all situations. The Product Support Specialist stops at nothing to ensure customers' happiness and seeing resolutions through to completion. They have impeccable relationship skills and can create win/win environments for all parties that they work with. The Product Support Specialist role analyzes and evaluates 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.

Principal Duties and Essential Responsibilities:

• Assist customers with assigned technical support issues that are reported via telephone, web, and email.
• Provide accurate analysis, troubleshooting and testing of technical issues.
• Ensure the highest level of communication with the customer to meet Verint’s contractual Service Level Agreement (SLA) by providing regular updates with respect to the 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.
• Facilitate resolutions with Verint’s customer contacts and with other members of the Verint organization (sales, services, R&D, etc.) as necessary during problem resolution.
• Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of a support case.
• Meet or exceed customer satisfaction objectives.
• Demonstrate a complete understanding of the features and functions of assigned products.
• Develop and maintain product knowledge relevant to product offerings, current support policies, and methods of support delivery to quickly provide technically accurate and complete resolutions.
• Deliver internal training on their area of expertise to other members of the team, as necessary.

Minimum Requirements:

• Bachelor’s degree in computer science or technology discipline or related field or equivalent work experience
• Minimum of 3-5 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
• Fluent in Portuguese, Spanish and English
• Experience in programming and/or debugging in JavaScript, XML, JSON, RESTful web service requests
• 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
• Familiarity with debugging tools/techniques
• 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
• 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

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