Verint Support Engineer

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The TTEC Digital Managed Service Organization provides Verint’s installed customer base with post-implementation technical support services for the full line of Verint software offerings.

The Support Engineering role analyzes and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications. The role determines the best course of action to resolve the problem or inquiry.

What You'll Be Doing

• Assist customers with assigned technical support issues that are reported via telephone, web and email.
• Provide accurate analysis, troubleshooting and testing of technical issues. 
• Ensure the highest level of communication with the customer to meet Verint’s contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner while demonstrating the highest level of customer service.
• Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of a support case.
• Meet or exceed customer satisfaction objectives.
• Develop knowledge base articles as part of the case management workflow.
• Demonstrate a complete understanding of the features and functions of Verint products.
• Develop and maintain product knowledge relevant to product offerings, current support policies and methods of support delivery in order to quickly provide technically accurate and complete resolutions.

What You'll Bring To The Role

• 3+ years of customer contact center or customer service experience that supports implementation, and troubleshooting of software applications and related technology infrastructure, or equivalent.
• Experience providing technical support for Verint products and solutions.
• Experience in effectively dealing with internal escalations from Verint Professional Services and customer.
• Familiarity with Contact Center operations and technology software and tools.
• Bachelor’s degree in a technology discipline or related field preferred.
• Familiarity with the use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc desired.
• Familiarity with WEB Server Technology (i.e. IIS, WebLogic, Tomcat, & Apache) preferred.
• Prior experience with the installation, support, usage or administration of Workforce Management (WFM) related products or Verint software.
• Demonstrate a continuous passion for learning and growing technical skills.
• Experience with Operating Systems, desktop domains (Active Directory) and Windows security.
• Ability to interpret schemas and/or author queries and stored procedures.
• Experience documenting customer issues with ability to tailor the explanation of technical concepts to the audience.
• Ability to work a flexible schedule in the interest of customer satisfaction; may be required to participate in on-call rotations.
• Customers may request that additional background checks be conducted on employees. We reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed based on our customers’ requirements. 

What You Can Expect

• The anticipated range for individuals expressing interest in this position is $85,000 to $95,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  
• Benefits available to eligible employees include the following: Medical, dental, vision, tax-advantaged health care accounts, financial and income protection benefits, paid time off (PTO) and wellness time off.

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Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.

This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

Benefits available to eligible employees include the following: 

- Medical, dental, vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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