Customer Support Analyst

Verint Systems Inc.; Bengaluru; On-site; INR 320,000 - 520,000; Full time

Job summary

Verint Systems Inc. in Bengaluru seeks a Customer Support Representative to provide frontline troubleshooting for Verint CES software and log interactions into the Verint CRM, aiming to resolve issues on the first call.

You will recognize urgency, gather technical details, and hand off to a Product Support Specialist as needed, ensuring adherence to our support processes and contributing to CX automation initiatives.

Responsibilities

• Provide frontline troubleshooting and issue resolution for Verint CES software.
• Log detailed interactions into the Verint CRM.
• Strive to resolve issues on the first call whenever possible.
• Gather technical details to assist the Product Support Specialist for timely handoffs.

Job description

Overview of Job Function:

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. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

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 be 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.