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Bilingual Spanish Technical Support Rep at Verint-Systems for our Westminster, CO facility

  • Verint-Systems
  • 04/02/20
  • Denver, CO
  • 80234
  • NA / Yearly
  • Full-Time
Overview of Job Function
As a valued member of Verints Fraud and Security Solutions (FSS) Technical Support team, you will be the first point of contact for customer service inquiries received via telephone, email, or our Customer Relationship Management (CRM) ticketing system. You will be responsible for creating service requests in the CRM application, verifying eligibility for support, advanced troubleshooting, and escalating any unresolved issues in accordance with standard escalation procedures. You will also monitor the progress of a service request from its creation to its completion; in addition, you will be responsible for closing the request in accordance to the documented process.
Principal Duties and Essential Responsibilities
The primary duties and major tasks that will be performed on a regular basis include but are not limited to:
Responds to a moderate volume of service inquiries within focused verticals, either by phone, email, or the ticketing system, gathering information pertaining to the customer, contacts, eligibility for support, and install-base data. Utilizes this information to create service requests in the CRM database.
Works closely with team members to resolve service requests that have been escalated. Ensures follow up and detailed feedback are provided.
Assesses nature of problem; utilizes technical expertise, exercises judgment and decision making to perform troubleshooting to work to resolve issue. Works with peers when appropriate to assist in resolving issue.
Processes RMAs for hardware when required.
For more complex issues, escalates issue to the appropriate technical support personnel for resolution. Gains understanding of how issue was resolved and applies knowledge to future service inquiries.
Follows progress of request; ensures request is resolved in a timely manner and that customer is fully satisfied with resolution.
Closes requests when completed.
Performs various administrative and reporting tasks as assigned.
Adheres to written or verbally communicated processes.
Assists in training new employees.
Other duties as assigned.
Minimum Requirements
Bachelors degree in Computer Science, Information Technology or related field or equivalent work experience.
3 years of previous experience in a Call Center environment or equivalent technical support experience.
Fluent in Spanish, verbal and written.
Excellent customer service skills and phone etiquette.
Demonstrable troubleshooting and problem solving skills.
Excellent organizational, analytical, and attention to detail skills.
Proven ability to manage multiple tasks with shifting priorities and timeframes.
Works well in a team environment.
Strong oral and written communication skills.
Ability to take direction, retain information, and apply in similar situations.
Basic understanding of network architecture, i.e. router, switches.
Basic computer hardware knowledge, i.e. replacement of hard drives.
Basic understanding of RAID Technology, Windows 7 and above, 2008 Server and above.
Basic understanding system logs and event logs.
Strong computer skills, including MS Excel, Outlook, Windows Operating Systems.
Willingness to work a flexible schedule during the 6AM - 6PM coverage period.

Samantha Dadura
Senior Recruiter, Talent Acquisition
Verint Systems, Inc.
631--962-7672 (office)

Employer Information

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