Customer Support Analyst
On-siteBengaluru, Karnataka, India
EXPIREDBengaluru, Karnataka, IndiaOn-siteFull TimeSoftwareLarge
Full TimeLargeSoftware
Job Summary
Provide front-line troubleshooting and issue resolution for customer calls regarding Verint CES software, logging all interactions into the Verint CRM. Strive to solve problems on the first call whenever possible or collect detailed technical information to equip Product Support Specialists for live handoffs. Recognize issue urgency based on customer descriptions and apply confidential, proprietary resources to ensure special handling when required.
Required Qualifications
- knowledgeable about the resource Confidential and Proprietary required to address the issue
- ability to provide front line troubleshooting and issue resolution to customer calls for technical assistance with the Verint software
- ability to log the details of those interactions into the Verint CRM
- ability to solve customer problems on the first call whenever possible
- ability to collect quality technical detail from the customer about the problem they are experiencing
- ability to identify and equip the assigned Product Support Specialist to respond to the problem consistent with the support call quality process
- ability to recognize the urgency of a customer issue based on the problem description provided by the customer
- ability to respond accordingly to ensure the issue receives special handling and live handoff to a Product Support Specialist whenever required
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