Verint Specialist Technical Support 

United States, Oregon 

111319417

Principal Duties and Essential Responsibilities:

• Answers/processes incoming calls from end-users and/or integrators for troubleshooting and technical assistance and updates CRM notes in ticketing system.
• Makes outbound follow-up calls to end-users and/or integrators to troubleshoot technical issues that have been escalated and updates CRM notes in ticketing system.
• May be involved in customer installations and training.
• Works with higher level technical support persons to assist with problem resolution and/or customer management.
• Develops and authors knowledge base articles/tech notes that will assist with future problem resolution efficiencies.
• Must assist team members in isolating factors while working towards a solution and/or escalation.
• Analyzes and identifies root cause factors and service issue trends for Management.

Minimum Requirements:

• Bachelor’s Degree or equivalent work experience.
• Minimum of 3 years of technical troubleshooting experience.
• Proven ability to troubleshoot and analyze networked environments.
• Proficient in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint) and MS Teams
• Proficiency with MS Server and MS SQL Server/ SQL query language.
• Demonstrated proficiency with MS Windows, Active Directory, and Domain configuration.
• Proven ability to manage multiple tasks with shifting priorities and timeframes.
• Ability to quickly learn and master new technologies.
• Strong organizational and analytical skills.
• Proven record for delivering exceptional customer service.
• Works effectively and supports a team environment.
• Strong oral and written communication skills.
• Excellent problem-solving skills.
• Experience, enthusiasm, and dedication toward providing excellent customer service.
• Must be able to work a
  rotating day shift
• 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.

Preferred Requirements:

• Relative Microsoft, Cisco, or Networking certifications highly desirable.
• Experience with physical security or video surveillance hardware or software products.
• Prior Call Center environment experience
• Formal ticketing system and/or Oracle Database experience
• Understanding system and event logs.