Customer Support Analyst

Verint Systems; Bengaluru; On-site; INR 280,000 - 360,000; Full time

Job summary

Verint Systems in Bengaluru, Karnataka, is seeking a Customer Support Representative to provide frontline technical assistance to customers of the Verint CES software.

You will troubleshoot customer issues, log interactions in the Verint CRM, and strive to resolve queries on the first contact, escalating to a Product Support Specialist when needed.

This role offers opportunities to grow within a global CX organization and to contribute to high-quality support for a diverse client base.

Responsibilities

• Provide front-line troubleshooting and issue resolution to customer calls for technical assistance with the Verint software.
• Log the details of those interactions into the Verint CRM.
• Strive to solve customer problems on the first call and escalate to a Product Support Specialist when needed.

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.