Specialist, Technical Support

Indianapolis, IN, United States

At Verint, we set the standard for understanding the unique fraud and security challenges for financial institutions. Our mission is to help financial institutions meet their specific needs with our specialized suite of security solutions. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

Overview of Job Function:

As a valued member of Verint’s Fraud and Security Solutions (FSS) Technical Support team, you will provide technical support to Integrators/Partners, Customers, 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.

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 , 8 hours in the day. The Support desk is open from 6 am – 6 pm MST to assist our customers.

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.

#LI-KD1

Verint Systems Inc. is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment, based on one’s race (including but not limited to natural hair, hair texture, hair type and protective hairstyles), color, religion, national origin, or sex, pregnancy (including childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), sex stereotyping, (including assumptions about a person’s behavior or appearance, gender roles, gender identity, gender expression including gender dysphoria, or transgender status), disability, alienage or citizenship or immigration status, marital status, creed, genetic information, predisposition or carrier status, sexual orientation, military or Veteran status, political affiliation, familial status, caregiver status, status as a victim of domestic violence, unemployment status, natural hairstyles, sexual and other reproductive health decision-making, or any other classification or characteristic protected by applicable federal, state or local laws (collectively, “Protected Characteristics”), will not be tolerated. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.

For US Applicants

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