Overview of Job Function:
As a valued member of Verint’s Situational Intelligence Solutions (SIS) Technical Support team, your main responsibilities will be to work directly with customers to troubleshoot and resolve their technical problems and assisting other Verint staff in supporting customers. You will be responsible for creating service requests in the Oracle Customer Relationship Management (CRM) database, verifying eligibility for support, troubleshooting, and escalating any unresolved issues in accordance with standard escalation procedures. You will also monitor the progress of a service request from its creation to its completion and be responsible for closing it successfully. You may be required to travel to customer sites in the EMEA/APAC Region in support of the above responsibilities
Principal Duties and Essential Responsibilities:
The primary duties and major tasks that will be performed on a regular basis include but are not limited to:
Respond to service inquiries either by phone, email, or the customer’s ticketing system, gathering information pertaining to the customer, contacts, eligibility for support, and install-base data. Utilize this information to create service requests (SRs) in the Oracle CRM database.
Assess the nature of the problem, via phone and/or remote connections; Utilize technical expertise, exercise judgment and decision making to perform troubleshooting. Work with peers when appropriate to assist in resolving issue.
For more complex problems, escalate the issue to the appropriate technical support personnel for resolution.
Follow progress of request; ensure request is resolved in a timely manner and that customer is fully satisfied with resolution
Perform various administrative and reporting tasks as assigned
Adheres to written or verbally communicated processes.
Works closely with other individuals on your team to provide technical expertise and learning opportunities.
Develops and authors knowledge base articles, tech notes, and other technical documentation that will assist with future problem resolution efficiencies and assist other engineers with problem resolution.
Stages customer configuration and setup in laboratory environment to reproduce, troubleshoot and isolate product or configuration issues.
Provide account management services as required.
Other duties as assigned.
Excellent customer service skills and phone etiquette
Strong oral and written communication skills
-Computer or Electrical Engineering degree or equivalent work experience.
Previous experience in supporting customers with complex technical problems.
Strong troubleshooting, organizational, and analytical skills
Fluent in both Hebrew and English
Experience with Windows Operating Systems (basic installation/configuration, driver installation/troubleshooting, registry editing, performance tuning, using event logs and the task manager).
Storage experience with SAN/NAS deployments and iSCSI, SCSI, Fiber Channel configuration. Knowledge of configuring and troubleshooting RAID configurations (primarily RAID 0/1/5/6).
Basic installation and administration of Window Active Directory.
Intermediate networking knowledge and solid understanding of networking technologies (TCP/IP, LAN, WAN, Firewalls).
Proven ability to manage multiple tasks with shifting priorities and timeframes
Works well in and support of a team environment
Excellent problem solving skills and attention to detail
Ability to quickly learn and master new technologies.
Willingness to work a flexible schedule including evenings and weekends and travelling to customer sites, as require
Successful completion of background screening process designated for the position
Experience with CCTV systems and digital camera technologies
5+ years of Call Center environment experience or equivalent Technical Support experience.
Advanced TCP/IP networking knowledge of WAN protocols (ATM and Frame Relay), VLAN’s, TCP/UDP, ICMP, ARP, NAT, and ACL’s (enterprise level firewalls), dynamic IP routing protocols (RIPv2, EIGRP, OSPF), basic CISCO IOS (for understanding startup and running configs).
Database administration skill set with the ability to read/write SQL scripts, understanding of relational database design, primary/foreign keys, referential integrity, relationships (one to one, one to many, many to one). Ability to install and configure new SQL installations and instances.
Experience with computer programming using C/C++, C#, Java, Python or Visual Basic
Basic understanding of operating system theory and design (process and thread execution, CPU interrupts, CPU cycles – Fetch/Execute/Store, memory management, demand paging, I/O management, direct memory access).
Intermediate experience with administering Active Directory.
MCSE/CCNA or equivalent highly desirable