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Application Support Representative

Skoplje, Macedonia
Agencija MojPosao.ba - Kolektiv ltd. is currently looking for a new team member for Verint Systems DOOEL at the position:
Verint is the customer engagement company. That means they help organizations simplify and modernize customer engagement through their market-leading cloud and hybrid solutions.  In fact, Verint has one of the broadest portfolios of customer engagement solutions available today. They leverage the latest in artificial intelligence and advanced analytics technology to help clients unlock the potential of automation and intelligence to drive real business impact across their organization.
                                            Application Support Representative
                                                             1 executive


Role Purpose

The Application Support Representative provides high-touch customer support (including and exceeding tiers 0 and 1) for the full suite of Verint Monet WFE. This includes Monet WFM, Monet Record, Monet API suite, and Monet CRM integrations, as well as others, as necessary.                                                         
Job description:
  • Assist Software Implementation Team to perform their daily tasks and communication with the Part of a team delivering Technical Support to our Customers and Partners
  • Develop key skills and knowledge of Verint Monet applications.
  • Deliver a high level of customer satisfaction through prompt, professional and knowledgeable assistance.
  • Use the Verint ticket management systems (Dynamics, Salesforce, as need) to track Service Request activity, providing detailed updates to Customers on all service requests assigned to you.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Carry out proactive monitoring of all service requests assigned to you with appropriate action taken to expedite closure.
  • Liaise closely with the Tier 1 and 2 Teams to identify product deficiencies and defects.
  • Research and investigate RCA (Root Cause Analysis) on repeat issues and escalations
  • Able to be professional and have timely management of personal workload covering multiple requests
  • Participate in Out of Hours support as directed.
  • Maintain an awareness of company and departmental objectives and goals
  • Meet or exceed of company and departmental objectives and goals
  • Able to work non-standard business hours
  • Experience of working within customer technical support or within a previous customer facing role.
  • Good English language knowledge skills (written and spoken)
  • Knowledge of office software programs, e.g. Microsoft Office
  • Experience of troubleshooting and resolving issues in an application support role
  • Understanding of the technologies used within our customers’
  • Familiar with WebEx or equivalent
  • Experience of working within fast moving IT or high-tech company.
  • Ability to work within a geographically distributed development team spread between multiple time zones and cultures
  • Work collaboratively in a team environment
  • Be able to follow process but to remain flexible in achieving objectives
  • Ambitious, motivated, eager to learn and demonstrate humility and ability to add value
  • Self-motivated with a strong desire and drive to succeed
  • Flexible; able to respond to requests/requirements at short notice with little lead time.
  • Ready to work in shifting shifts, US time zone  
In case you are interested in this position and fulfill above-mentioned requirement please fill in the FORM


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