• Verint
  • $41,290.00 -78,170.00/year*
  • Grand Rapids, MI
  • Information Technology
  • Full-Time
  • 422 Fulton St E

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Overview of the Job Function:

We are looking for a client-oriented Support Technician to act as a liaison, provide technical product/service information, and resolve any emerging problems that our clients might face with accuracy and efficiency.The target is to ensure excellent service standards and maintain high client satisfaction.

Principal Duties and Essential Responsibilities:

* An ability to assess client IT knowledge levels & tailor responses appropriately
* Good analytical and problem-solving skills
* Up-to-date, in-depth technical knowledge of web, software, and IT architecture
* Good interpersonal and client care skills
* Meet personal/team goals including achieving client satisfaction goals
* Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
* Keep records of client interactions, process requests and documents accurately
* Follow communication procedures, guidelines, and policies
* Take the extra mile to engage clients
* Participate in a 24 x 7 x 365 on-call rotation

Minimum Requirements:

* Minimum of 3 years of experience in technical support
* Strong email/phone contact handling skills and active listening
* Familiarity with CRM systems and practices
* Client orientation and ability to adapt/respond to different types of personalities
* Excellent communication and presentation skills
* Ability to multi-task, prioritize, and manage time effectively
* Analytical approach to issues
* Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations

Preferred Requirements:

* SQL experience a +
* JavaScript experience a +
* Adobe and Google Analytics a +
* Microsoft office, excel
* BS degree in CS/IT/CMIS a +
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Job Title: Client Support Technician

Location: US-MI-Ann Arbor

Job ID: 13760

Overview of the Job Function:

We are looking for a client-oriented Support Technician to act as a liaison, provide technical product/service information, and resolve any emerging problems that our clients might face with accuracy and efficiency.The target is to ensure excellent service standards and maintain high client satisfaction.

Principal Duties and Essential Responsibilities:

* An ability to assess client IT knowledge levels & tailor responses appropriately
* Good analytical and problem-solving skills
* Up-to-date, in-depth technical knowledge of web, software, and IT architecture
* Good interpersonal and client care skills
* Meet personal/team goals including achieving client satisfaction goals
* Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
* Keep records of client interactions, process requests and documents accurately
* Follow communication procedures, guidelines, and policies
* Take the extra mile to engage clients
* Participate in a 24 x 7 x 365 on-call rotation

Minimum Requirements:

* Minimum of 3 years of experience in technical support
* Strong email/phone contact handling skills and active listening
* Familiarity with CRM systems and practices
* Client orientation and ability to adapt/respond to different types of personalities
* Excellent communication and presentation skills
* Ability to multi-task, prioritize, and manage time effectively
* Analytical approach to issues
* Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations

Preferred Requirements:

* SQL experience a +
* JavaScript experience a +
* Adobe and Google Analytics a +
* Microsoft office, excel
* BS degree in CS/IT/CMIS a +

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one's race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.


Associated topics: assistant, client support, desk, excel, information technology help desk, information technology support, msword, support, technical support, troubleshoot

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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