spanish | Representative, Product Support in Norcross, GA

Representative, Product Support

  • Verint
  • $34,460.00 - 53,360.00 / Year *
  • 204 Price Pl NW
  • Norcross, GA 30071
  • Full-Time
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Overview of Job Function:

The Customer Support Organization provides Verint's installed customer base with post-implementation technical support services for the full line of Verint CES software offerings.

The Product Support Representative's primary responsibility is to provide front line troubleshooting and issue resolution to customer calls for technical assistance with the Verint software and log the details of those interactions into the Verint CRM.

The Product Support Representative strives to solve customer problems on the first call whenever possible and/or collect quality technical detail from the customer about the problem they are experiencing to better identify and equip the assigned Product Support Specialist to respond to the problem consistent with the support call quality process.

The Product Support Representative recognizes the urgency of a customer issue based on the problem description provided by the customer and be knowledgeable about the resource required to address the issue, and responds accordingly to ensure the issue receives special handling and live handoff to a Product Support Specialist whenever required.

Principal Duties and Essential Responsibilities:

* Respond to customer calls to report or follow up on, or escalate issues. Demonstrate an urgent interest to satisfy their concerns and ensure proper ownership of issues and escalations.


* Track customer calls and communicate with escalated tiers to ensure continued progress on issues.


* Follow up on a class of closed tickets to validate customer satisfaction and identify any residual issues that may have arisen.


* Execute customer edits in the CRM, activate and modify customer permissions to external tools, and ensure the customer's support entitlement status.


* Deliver customer base notifications, marketing information, or product information as required.


* Other duties and responsibilities as assigned.



Minimum Requirements:

* 0 - 2 years experience in a customer service role


* Familiarity with Contact Center operations and/or technology software and tools


* Strong written and verbal communication skills


* Customer service focused


* Basic knowledge of Microsoft OS and networking protocols


* Highly motivated and hands-on with the demonstrated ability to learn, understand, and retain technical concepts


* Ability to work a flexible schedule in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with Support's on-call practice


* 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


* Customers may request that additional 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's requirements.



Preferred Requirements:

* Bachelor's degree in a technology discipline or related field


* Bilingual in English and Spanish preferred


* Demonstrated knowledge, or training in one or more of the following areas:
* Databases


* Networking and protocols TCP/IP, HTTP, FTP, and SMTP


* Telecom systems (CTI, VOIP, PBX)


* Operating systems, desktop domains (active directory), windows security


* Understanding of HTML, JavaScript, XML


* Experience Supporting Software applications, including IIS, MS SQL Server, and Oracle




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Job Title: Representative, Product Support

Location: US-GA-Alpharetta

Job ID: 13739

Overview of Job Function:

The Customer Support Organization provides Verint's installed customer base with post-implementation technical support services for the full line of Verint CES software offerings.

The Product Support Representative's primary responsibility is to provide front line troubleshooting and issue resolution to customer calls for technical assistance with the Verint software and log the details of those interactions into the Verint CRM.

The Product Support Representative strives to solve customer problems on the first call whenever possible and/or collect quality technical detail from the customer about the problem they are experiencing to better identify and equip the assigned Product Support Specialist to respond to the problem consistent with the support call quality process.

The Product Support Representative recognizes the urgency of a customer issue based on the problem description provided by the customer and be knowledgeable about the resource required to address the issue, and responds accordingly to ensure the issue receives special handling and live handoff to a Product Support Specialist whenever required.

Principal Duties and Essential Responsibilities:

* Respond to customer calls to report or follow up on, or escalate issues. Demonstrate an urgent interest to satisfy their concerns and ensure proper ownership of issues and escalations.


* Track customer calls and communicate with escalated tiers to ensure continued progress on issues.


* Follow up on a class of closed tickets to validate customer satisfaction and identify any residual issues that may have arisen.


* Execute customer edits in the CRM, activate and modify customer permissions to external tools, and ensure the customer's support entitlement status.


* Deliver customer base notifications, marketing information, or product information as required.


* Other duties and responsibilities as assigned.



Minimum Requirements:

* 0 - 2 years experience in a customer service role


* Familiarity with Contact Center operations and/or technology software and tools


* Strong written and verbal communication skills


* Customer service focused


* Basic knowledge of Microsoft OS and networking protocols


* Highly motivated and hands-on with the demonstrated ability to learn, understand, and retain technical concepts


* Ability to work a flexible schedule in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with Support's on-call practice


* 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


* Customers may request that additional 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's requirements.



Preferred Requirements:

* Bachelor's degree in a technology discipline or related field


* Bilingual in English and Spanish preferred


* Demonstrated knowledge, or training in one or more of the following areas:
* Databases


* Networking and protocols TCP/IP, HTTP, FTP, and SMTP


* Telecom systems (CTI, VOIP, PBX)


* Operating systems, desktop domains (active directory), windows security


* Understanding of HTML, JavaScript, XML


* Experience Supporting Software applications, including IIS, MS SQL Server, and Oracle





As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one's race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. 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.


Associated topics: answer, call center specialist, clerk, customer care representative, customer service associate, intern, service, service representative, support, technical support


* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.