Verint Sr Specialist Product Support 

Canada, British Columbia, Area F (McConnell Creek/Hatzic Prairie) 

419359602

Overview of Job Function:

The Senior Product Support Specialist 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.

Principal Duties and Essential Responsibilities:

• Act as the support leader for new Verint products.
• Serve as the primary support contact for key accounts and/or escalated accounts that have support ticket issues that need to be resolved.
• Facilitate resolutions with Verint’s 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.
• Create and deliver summary presentations on key customer’s support history.
• Conduct periodic sessions to guide a 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 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 solutions.
• As required, 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.
• Other duties and responsibilities as assigned.

Minimum Requirements:

• 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 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 as a Verint software subject matter expert or technical expert in Verint application dependent technology
• 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 published on-call policy
• 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:

• Bachelor’s degree in an information technology discipline or related field
• 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 strongly
• Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc.