Specialist, Technical Support

Specialist, Technical Support at Verint Systems, Inc. in Boise, Idaho, United States Job Description At Verint, we set the standard for understanding the unique fraud and security challenges for financial institutions. Our mission is to help financial institutions meet their specific needs with our specialized suite of security solutions. We hire innovators with the 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 Overview of Job Function: As a valued member of Verint's Fraud and Security Solutions (FSS) Technical Support team, you will provide technical support to Integrators/Partners, Customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex equipment, computer systems, complex software, or networked and/or wireless systems. Principal Duties and Essential Responsibilities: + Answers/processes incoming calls from end-users and/or integrators for troubleshooting and technical assistance and updates CRM notes in ticketing system. + Makes outbound follow-up calls to end-users and/or integrators to troubleshoot technical issues that have been escalated and updates CRM notes in ticketing system. + May be involved in customer installations and training. + Works with higher level technical support employees to assist with problem resolution and/or customer management. + Develops and authors knowledge base articles/tech notes that will assist with future problem resolution efficiencies. + Must assist team members in isolating factors while working towards a solution and/or escalation. + Analyzes and identifies root cause factors and service issue trends for Management. Minimum Requirements: + Bachelor's Degree or equivalent work experience. + Minimum of 3 years of technical troubleshooting experience. + Proven ability to troubleshoot and analyze networked environments. + Proficient in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint) and MS Teams. + Proficiency with MS Server and MS SQL Server/ SQL query language. + Demonstrated proficiency with MS Windows, Active Directory, and Domain configuration. + Proven ability to manage multiple tasks with shifting priorities and timeframes. + Ability to quickly learn and master new te To view full details and how to apply, please login or create a Job Seeker account