Customer Support Analyst

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 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 postimplementation

technical support services for the full line of Verint CES software offerings.

The Customer Support Representative’s primary responsibility is to provide front line

troubleshooting and issue resolution to customer calls for technical assistance with the Verint

software and log the details of those interactions into the Verint CRM.

The Customer Support Representative strives to solve customer problems on the first call

whenever possible and/or collect quality technical detail from the customer about the problem

they are experiencing to better identify and equip the assigned Product Support Specialist to

respond to the problem consistent with the support call quality process.

The Customer Support Representative recognizes the urgency of a customer issue based on the

problem description provided by the customer and be knowledgeable about the resource

Confidential and Proprietary required to address the issue and responds accordingly to ensure the issue receives special handling and live handoff to a Product Support Specialist whenever required.

Principal Duties and Essential Responsibilities:

 Respond to customer calls to report or follow up on or escalate issues. Demonstrate an urgent

interest to satisfy their concerns and ensure proper ownership of issues and escalations.

 Track customer calls and communicate with escalated tiers to ensure continued progress on

issues.

 Execute customer edits in the CRM, activate and modify customer permissions to external

tools, and ensure the customer’s support entitlement status.

 Deliver customer base notifications, marketing information, or product information as

required.

 Other duties and responsibilities as assigned.

Minimum Requirements:

 Min 3 years’ experience in a customer service role

 Familiarity with Contact Center operations and/or technology software and tools

 Strong written and verbal communication skills

 Customer service focused

 Desirable Basic knowledge of Microsoft OS and networking protocols

 Highly motivated and hands-on with the demonstrated ability to learn, understand, and

retain technical concepts

 Ability to work 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

 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.