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Specialist, Customer Success

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Job Details
Job Order Number
Company Name
Verint Systems, Inc.
Physical Address

Topeka, KS 66625
Job Description

Specialist, Customer Success

Location US-Remote (United States)

Job ID 15135

Overview of Job Function:

The Specialist, Customer Success will be a subject matter expert responsible for advanced technical troubleshooting while working to resolve service requests. You will provide technical support to a primary customer, integrators/partners, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex equipment, computer systems, complex software, or networked and/or wireless systems. If required, you will monitor the customer’s ticketing systems. In addition, you will manage all reported issues 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 be responsible for closing applicable service requests in accordance to the documented process.

Principal Duties and Essential Responsibilities:

+ Works directly with a Verint service manager or Team Leader for all primary customer installations and service issues including on-site support at 20+ locations in the state of NY.

+ Works with end-users and integrators to remotely troubleshoot and provide technical assistance for a moderate volume of complex service issues.

+ Manages and tracks issues in Oracle CRM application and customer ticketing system.

+ Works with 3 rd party hardware manufacturers to open service requests and troubleshoot their hardware remotely.

+ Works with 3 rd party vendors to dispatch them for on-site support when required.

+ Works with higher level Technical Support Engineers to assist with problem resolution and/or customer management. Gains understanding of how issue was resolved and applies knowledge to future service inquiries.

+ Follows progress of request; ensures requests are resolved in a timely manner and that customer is fully satisfied with resolution.

+ Handles customer installations, training, dial-in and on-site support.

+ Performs various administrative and reporting tasks as assigned.

+ As a subject matter expert, works closely with other individuals on your team to provide technical expertise and learning opportunities.

+ Assists management in analyzing and identifying root cause factors, service issue trends, and areas to streamline existing processes or create new processes where needed.

Minimum Requirements:

+ Bachelor’s degree in Computer Science, Information Technology, etc. and/or equivalent work experience.

+ 3-4 years of technical support or technical field service experience.

+ Proven ability to understand, troubleshoot, and analyze networked environments.

+ Demonstrated proficiency with Windows Operating Systems, Active Directory and Domain configuration.

+ Storage experience with SAN/NAS deployments.

+ Intermediate to advanced networking knowledge and solid understanding of networking technologies (TCP/IP, LAN, WAN, Wireless).

+ Proficiency with MS SQL Server and/or the SQL query language.

+ Computer hardware knowledge including experience with hardware replacement.

+ Strong organizational and analytical skills.

+ Proven record for delivering exceptional customer service.

+ Ability to quickly learn and master new technologies.

+ Proven ability to manage multiple tasks with shifting priorities and timeframes with minimum supervision.

+ Must be able to travel up to 50-60% including overnight stays.

+ Must be comfortable going onsite to various locations that are maximum security prisons to perform technical trouble shooting and/or installations.

+ On call support required as needed, which may include occasional weekends and/or holidays.

+ 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.

+ The ability to obtain the necessary credit line required to travel.

Preferred Requirements:

+ Advanced TCP/IP networking knowledge of WAN protocols.

+ Relevant Microsoft, Cisco or Networking certifications highly desirable.

+ Familiarity with CCTV and/or digital camera technologies for tuning and improving video image quality.

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