ABOUT THE COMPANY: Verint is a global leader in Actionable Intelligence solutions. In today’s dynamic world of massive information growth, Actionable Intelligence is a necessity for empowering organizations with crucial insights and enabling decision makers to anticipate, respond and take action. Our rapid growth and expansion have created numerous career and advancement opportunities. Verint is an exciting and rewarding place to work and offers its employees exceptional compensation and benefits. We offer an ideal environment for careerdriven individuals seeking to make a solid contribution to our company objectives and their own career enhancement. If you want to work in a challenging, performance-based environment and be rewarded for your efforts, then Verint is a great place to build your career.

Location: Bangalore 

Shift: Rotational

Work experience: 3 to 7yrs 

Educational Qualification: BE/Btech

Principal Duties and Essential Responsibilities:

We are looking for Product Support Engineer - WFM for customer/client handle to troubleshoot issues and handle escalated situations. The position monitors the progress of a service request from its creation to its completion.

Support of VERINT - WFM products 

 Excellent verbal and written English communication skills.  Good customer management skills and analytical skills.  Take ownership of assigned service requests.  Assesses nature of problem and perform troubleshooting.  Respond to service inquiries by either phone or email, gathering customer, contact, and install-base data.  For complex problems, assigns request to (Engineering Team) or escalate the issue to appropriate technical support specialist for resolution.  Follows progress of requests and ensure request is resolved in a timely manner and that customer is fully satisfied with resolution.  End to end ownership.  Customer handling (Internal and External).  Knowledge transfer to peers.  Closes requests when completed.  Open to work in 24x7 environment.

People Specification:

 At least 3-7 years’ experience of providing technical support service to clients, preferably gained from within the Telecommunications.  Expertise on Forms, Form designing, Evaluations, AQM, Speech Analytics, Reports, Quality Management\Monitoring.  Knowledge on both architecture and functional aspects of Verint products or any similar products.  Experience in installing/supporting products preferable Verint I360 suite or any similar products.  Expertise on “Recording”, Forms, Form designing, Evaluations, AQM, Speech Analytics, Reports, Quality Management\Monitoring.  Sound Knowledge in databases (SQL server 2005, 2008, 2012 and beyond) and SQL Queries. Should be able to understand and code medium to complex SQL queries.  Experience in log analysis, preferably with enterprise level application servers like WebLogic, Speech analytics, Quality management, Reports and Forms.  Strong communication skills written and verbal experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience and to be required to author technical articles to document found solutions.  Knowledge on Web Servers (IIS, Web logic, Apache Tomcat) would be plus  Good knowledge of Windows operating System (Active Directory, DNS, DHCP) would be plus.  Knowledge on Citrix XenApp, and VMware ESX.  Be required to participate in on-call rotations.