Product Support Engineer - XM

Bangalore, Karnataka
Permanent
Full-time

1 day ago

Job Description:At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with 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 .Overview of Job Function:The Product Support Engineer is responsible for analyzing and evaluating technical problems and/or functionality questions and determining the best course of action to resolve the problem or inquiry. These issues can be application-specific, and/or related to integrations internal to the product, or with other external applications and data sources. This role is primarily responsible for resolving more complicated technical software application issues focusing on Verint's XM software offerings.This position is expected to have a solid working knowledge of software systems in conjunction with innate problem-solving skills. Considered to be Subject Matter Experts, the Product Support Engineer develops and maintains product knowledge relevant to product offerings, current support policies and methods of support delivery to quickly provide technically accurate and complete resolutions.Responsibilities:Key Responsibilities:

Function as primary customer contact for assigned customer cases by providing telephone, web, and email based technical support for products within Verint's Product Suite. Provide direct support to customers, ensuring timely and quality solutions focusing on Verint's XM applications using effective troubleshooting skills and problem solving abilities.
Ensure the highest level of communication with the customer and meeting our contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, creative, and timely solutions in a professional manner while demonstrating the highest level of customer service.
Use in depth analysis skills to diagnose core problems, suggest workarounds, and validate and submit application bug reports.
Document customer interactions in the ticketing system following policies, procedures and processes and follow up on every reported issue.
Communicate in both a verbal and written format directly with Verint's customer contacts and will facilitate communications with other members of the Verint organization (sales, services, product house, etc.) as is necessary during problem resolution. This role works closely with Product Support staff and acts as a bridge to the Software Engineering team and Product Management team.
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.

Qualifications:Required Qualification:

A minimum of four (4) years of customer contact center or service experience that supports implementation and troubleshooting of software applications and related technology infrastructure, or equivalent.
A minimum of (4) + years' experience and knowledge and understanding of network protocols TCP/IP, HTTP, FTP, and SMTP. Must be able to troubleshoot problems related to these protocols.
A minimum of two (2) years of technical support and troubleshooting of SaaS/ hosted software.
Strong communication skills written and verbal - experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions.
Knowledge of HTML, JavaScript, XML, Windows OS platforms.
Strong analytical skills.
Familiarity with Contact Center operations and technology software and tools
Experience in effectively dealing with customer service issues and handling customer conflict.
Willingness to demonstrate scheduling flexibility in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with our published on call policy.
May need to accommodate occasional travel.
Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations.

Preferred Qualifications:

Bachelor's degree in information technology discipline or related field
Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG etc., will be a significant plus.
Prior experience with the installation, support, usage, or administration of Verint software preferred.
Understanding of networking and protocols (TCP/IP, SMTP, etc.) preferred
Demonstrated experience working with databases
Understanding of various 3rd party tools that interact with Verint's EFM software, including IIS, MS SQL Server, Business Objects, and Oracle.
Experience in VoC (Voice of Customer) software applications.

About Us: At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. 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.About the Team:Verint Systems Inc. is an equal opportunity employer and 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 race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.

Verint

Apply Now