Key Accountabilities:

Drive and meet goals, processes, and business KPIs regarding the performance of the team to optimize customer satisfaction and the customer experience through efficient and timely issue resolution. Ensure the highest level of communication with the customer and meeting all defined service level agreements (SLAs) while analyzing, troubleshooting, and resolving issues for customers and partners. Function as primary escalation manager, responsible for providing regular updates with respect to progress of escalated incident, and quickly providing high quality, creative, and timely solutions in a professional manner while meeting defined customer service goals. Works with Regional peers to ensure global operational alignment and practices. Lead and participate in projects that support team strategy and vision, including process, documentation, and training. The Technical Lead communicates in both a verbal and written format directly with Verint’s customer contacts and internal (Support and Professional Services) stakeholders globally and will facilitate communications with other members of the Verint organization (sales, services, and product house, etc.) as is necessary in the course of his work and any problem resolution. Technical guidance to be provided by a Senior Product Support Engineer and/or Technical Lead. May collaborate with or provide guidance to other members of the team. Responsible for Incident and Problem Management [more complex than Product support], and will also act as Change manager, evaluating the change, identifying risk, and providing risk mitigation plan. Responsible for teams’ competence development and enablement for Level 1 support readiness. Must be willing to work in U.S. shift timing from 5:30 pm to 2:30 am Monday to Friday and willing to be available for on call support as needed.

Minimum Requirements:

Bachelor’s degree in computer science, Electronics & Communications Engineering or equivalent. 10+ years’ experience in IT, Product Support, or Technical Support. A minimum of 2 years of experience with leading a technical team. Required Incident and Problem management skills. A minimum of 7 years of contact center or service experience that supports implementation, and troubleshooting software applications and related technology infrastructure, or equivalent. Experienced in troubleshooting product and technical support skills. Proficient in CRM, Knowledge management tools and relevant processes. Experience in configuration management and have end to end infrastructure knowledge. Sharp analytical skills and proven ability to troubleshoot technical issues. Strong Experience in matrix environment.

 

Team Player:

Excellent communication skills (verbal and written both). Experience in handling performance management and goal setting for team members. Ability to resolve conflicts and excellent decision-making skills. Stakeholder management.