Verint Systems Hiring for Engineer Product Support at Bengaluru, Karnataka, India Full Time

Job Description

Role Purpose The Technical Support Engineer is trained across the Verint product Customer Engagement Solutions (CES) portfolio as required to undertake customer support activities. The CES Support Team provides high class customer support on product suites such as: Engagement Management, KM Pro, Engagement Management Pro
Job Metrics Areas in which the role will be measured are:

• Customer Satisfaction
• Ticket Numbers
• Customer Feedback

As required, customers may request that additional background 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 requirements. In what areas will you perform?
Area Involvement
Customer Support

• Part of a team delivering Technical Support to our Customers and Partners
• Develop key skills and knowledge of Verint applications.
• Deliver a high level of customer satisfaction through prompt, professional and knowledgeable assistance.
• Use the Verint Incident Management System (IMS) to track Service Request activity, providing detailed updates to Customers on all service requests assigned to you.
• Effective and efficient problem solving skills – Ability to define problems, collect data, establish facts and draw valid conclusions
• Carry out proactive monitoring of all service requests assigned to you with appropriate action taken to expedite closure.
• Liaise closely with the Tier 3 Development Teams to identify product defects.
• Research and investigate RCA (Root Cause Analysis) on repeat issues and escalations
• Able to be professional and have timely management of personal work load covering multiple requests.
• Participate in Out of Hours support as directed and required and to undertake On Call duties if required.
• Carry out all duties in accordance to company policy and quality assurance processes
• Maintain an awareness of company and departmental objectives and goals
• Maintain an awareness and knowledge of working practices and processes
• Meet or exceed of company and departmental objectives and goals

Customer Escalation

• Identify, highlight, monitor and resolve project related issues.
• Communicate relevant issues both to Management and Engineering Team as required

QA

• Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues & effectively communicate solutions to customers, and liaising with Product Development to identify product defects
• Provide QA input into product patches
• Install and maintain in-house environment that allow for the reproduction and testing of customer issues

Who do you work with? Internal External

• AMER CES Support Teams
• AMER CES Services, Support & Training Organisation
• Support Account Managers

• Verint Customers
• Verint Partners
• Other ad hoc third parties

Day to Day Duties

• Within 1 month be familiar with all internal systems and Support tools
• Within 2 months, participate in product training in key skills and knowledge of Verint applications and network connectivity, enabling product support of customers using latest Support tools
• Within 3 months’ field incoming technical issues from customers, ensuring meeting customer SLA commitments
• On a daily basis, maintain a personal queue of ongoing customer issues until resolution.
• Document all customer case details in the Incident Managements System
• Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues & effectively communicate solutions to customers, and liaising with Product Development to identify product defects
• Be pro-active in creating & publishing documentation in a Knowledge Base for sharing technical knowledge
• Contribute with new ideas and theories to assist colleagues in brainstorming sessions for support cases
• Attend training for soft skill and technical (both product and 3rd party) improvement to assist and share knowledge with other Specialists
• After 6 months, capable of providing on call support activities, with ongoing participation
• Carry out all duties in accordance to company policy and quality assurance processes
• Meet or exceed of company and departmental objectives and goals
• Maintain an awareness and adhere to working practices and processes

Skills & Experience
Skill Experience General
Essential

• Minimum of 2 years’ experience of working within technical support or within a previous customer-facing technical support role.
• Experience supporting software applications to “Blue Chip” enterprise customers, government agencies, IT professionals and partners
• Exceptional verbal and written communication skills
• Proven ability to explain complex ideas to those with limited IT and systems knowledge
• Knowledge of a Database Technology either Microsoft SQL Server or Oracle DB and network configuration
• Familiarity with debugging tools/techniques
• Experience of troubleshooting and resolving issues in an

application support role

• Experience of supporting external customers

D esirable

• Experience of UNIX (Linux, Ubuntu, RedHat, Centos)
• Clear understanding of enterprise applications
• Networking
• Experience of working with JAVA Applications
• Experience of TCP/IP, DNS, LDAP, WMI, Single Sign On
• Experience of using Confluence & JIRA
• Experience of JasperSoft, or alternative reporting tools – Jreports, Crystal Reports
• Experience of WebLogic, or alternative application servers – JBoss, Websphere
• Experience of virtualization – VMWare vSphere, Citrix
• Experience of programming and debugging
• Some understanding of Verint Applications products
• Strong understanding of the technologies used within our customers’ Contact Centre environment
• Familiar with Fiddler / Wire shark debug tools
• Familiar with WebEx or equivalent

Environment

• The role is mainly office based although remote working from home is also possible.
• Potential requirement for travel to Customer or other Verint sites as part of pro-active engagements or training
• As required, customers may request that additional background 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 requirements.

Personal

• Team Player
• Good written and verbal communication skills
• Be able to follow process but to remain flexible in achieving project objectives
• Ambitious, motivated, eager to learn and demonstrate humility and ability to add value

Specific Qualifications & Accreditations Essential

• Computer Science related degree

Desirable

• MCSE – Windows
• CCNA – Cisco