Customer Support Analyst

Calabrio; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Verint is seeking a Customer Support Representative to provide frontline troubleshooting and issue resolution for our Verint CES software offerings. The role focuses on resolving customer issues on the first call when possible and logging details into the CRM for escalation as needed.

Eligible candidates will have strong communication skills, a customer-service mindset, and the ability to work a flexible schedule including on-call rotations. Background checks will be completed per policy.

Qualifications

• Min 3 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.
• Desirable 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.
• Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit.

Responsibilities

• Respond to customer calls to report or follow up on or elevate 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.
• 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.

Skills

Customer service

Communication skills

Troubleshooting

CRM knowledge

Microsoft OS basics

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. We commit to attracting and retaining a talented, diverse, and engaged team that celebrates all cultures and offers personal and professional growth opportunities. Learn more at www.verint.com.

Overview of Job Function

The Customer Support Organization provides Verint’s installed customer base with postimplementation technical support services for the full line of Verint CES software offerings. The Customer 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 Customer 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 Customer Support Representative recognizes the urgency of a customer issue based on the problem description provided by the customer and is knowledgeable about the resource confidential and proprietary 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.

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.

Minimum Requirements

• Min 3 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
• Desirable 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.

Principal Duties and Essential Responsibilities

• Respond to customer calls to report or follow up on or elevate 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.
• 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.