The Associate 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:

Workforce Engagement (WFE) / Workforce Optimization (WFO) – Call Recording, Quality Management, Workforce Management, Desktop and Process Analytics

Voice of the Customer - Speech Analytics, Enterprise Feedback Manager

Qualifications

General

Essential

• Knowledge of Windows operating systems, eg. Windows Server
• Knowledge of office software programs, e.g. Microsoft Office (MS Teams, Excel, Powerpoint)
• Familiarity with debugging tools/techniques for log analysis purposes
• High level of speaking and understanding of English language, eg. C2

Desirable

• An understanding of enterprise applications and Microsoft environments
• Networking
• Experience of programming and debugging
• An appreciation of the technologies used within our customers’ Contact Centre environment
• Familiar with remote access Applications eg. Cisco WebEx / Zoom /
• Additional language skills – French, Spanish or German

Environment

• The role is mainly working from home but a hybrid option is also possible, but it is encouraged to attend the Verint office on Skopje routinely to try and forge relationships with colleagues
• 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

• IT related degree

Desirable

• MCSE – Windows
• CCNA – Cisco

Responsibilities

Customer Support

• Part of a team delivering Technical Support to our Customers and Partners
• Develop key skills and knowledge of Verint CES 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
• Able to work non-standard business hours

Customer Escalation

• Identify, highlight, monitor and resolve project related issues.
• Communicate relevant issues both to Management, Support,
• Product House and Manager.

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 environmental that allow for the reproduction and testing of customer issues