AddressKey Accountabilities
- Function as primary customer contact for all incoming calls/issues and assigned customer cases by providing telephone, web, and email based technical support for products within Verint's Product Suite.
- Ensure the highest level of communication with the customer and meeting all defined service level agreements (SLAs) while analyzing, troubleshooting, and resolving issues for customers and partners.
- Responsible for providing regular updates with respect to progress of each incident, and quickly providing high quality, creative, and timely solutions in a professional manner while meeting defined customer service goals.
- Resolve helpdesk issues including troubleshooting hardware and software issues within SLA’s
- Provide exceptional customer service in person via phone and emails as appropriate.
- Ability to work with teams across geographies and effectively collaborate
- Drive engagement with a customer 1st Approach
- Personal accountability to achieve expected project outcome & customer expectations
- Analytical with proven problem diagnosis and solving skills.
- Excellent interpersonal and communication skills.
- Handles conflict with a high level of integrity
- Constantly improve self-knowledge in the different products via formal & informal training sessions
- Technical guidance may be provided by a Senior Product Support Engineer and/or Technical Lead. May collaborate with, or provide guidance to, other members of the team.
- Knowledge transfer to peers/customer/partner.
