Sr. Product Support Engineer
Ariston Tek, Inc. - Lyndhurst, NJ

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Overview of Job Function:
The Senior Product Support Engineer is responsible for troubleshooting and servicing complex customer service inquiries for Verint's proprietary hardware/software product. Additionally, this position is responsible for analyzing and evaluating technical issues and suggesting methods and techniques to achieve resolution. The PSE works primarily with Verint's installed customer base, but frequent communication and collaboration with other organizations within the company is necessary to insure a successful customer experience. This position may also function as a Customer Relationship Manager (CRM) for a specific set of Flagship Accounts, serving as the primary Service control point of contact and advocate for these accounts. Principal Duties and Essential Responsibilities: Function as primary customer contact for all incoming calls and assigned customer cases by providing telephone, web, and email based technical support for products within Verint's Product Suite. Ensure the highest level of communication with the customer and meeting internal contractual made internal goals by providing regular updates with respect to progress of each incident, and quickly providing high quality, creative, and timely solutions by doing so in a professional and demonstrating the highest level of service. Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to quickly provide technically accurate and complete solutions and interact with other areas of the company when necessary in order to facilitate prompt resolution of customer issues. Document solutions by effectively utilizing support tools to document problems and propagate solutions to both customers and co-workers. Minimum Requirements: A minimum of 5 (+) years of service experience that supports implementation and troubleshooting of software applications and related technology infrastructure. A 4-year college degree in a related field or the equivalent years of work experience. Strong communication skills written and verbal ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions. Knowledge of operating systems, desktop domains(active directory), and Windows security. Experience in documenting customer issues and solutions and effective verbal and written customer and internal communications. Experience in effectively dealing with customer service issues & handling customer conflict. Highly motivated and hands on personality who also enjoys a technical challenge. Willingness to demonstrate scheduling flexibility by participating in on-call rotations consistent with our published on-call policy. Competence in operating system fundamentals, IP networking and the Microsoft Windows Operating System. Some knowledge of relational databases (esp. MS SQL). Ability to fully articulate technical solutions and customer communications in both oral & written form. Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC and Social Security verification. Successful completion of a credit check necessary for those travel-related roles that will require the candidate to obtain the appropriate credit line required to travel. Preferred Requirements: Technical certifications. Knowledge of contact center operations. VoIP Technology. Telephony and CTI Technology. WAN & LAN Technologies.