L2 Product Support Engineer - WFM

Role Purpose

Senior Engineer - Product Support

Need to have good collaborations with in team, regions and with PH as well. Should be able to handle any critical situation alone, without depending on peer team members. Should be able to handle the work pressure wisely.

Tasks Include:

• Ability to handle Sev1 cases without peer assistance.
• Ability to handle the escalations at technical level.
• Ability to provide RCA on Sev1 and SEV2 depends on customer requirement.
• better scoring on RFA quality in terms of log collection, analysis, and problem description. measure based on IMS report
• Ability to handle special attention calls with PH and Regions without any hesitate.
• SME on minimum 4 to 5 products.
• ability to share knowledge share either by delivering training or through documentation.
• Should be able to assist jr. from the same team.
• Aligned with SLA for cloud and on premise.
• Handle any sev1 cases during the weekend and make sure the patches/installation go smooth technical support.
• Making decisions in timely and wisely

Minimum Requirements:

• At least

  5-9 years experience

  of providing technical support service to clients, preferably gained from within the Telecommunications.

• WFO SUITE

  consisting of the below products •

  Call Center recording / Quality monitoring / Work Force Management / Speech /Text /Voice Biometrics analytics / Encryption & Security etc

  .

• Sound Knowledge in databases (SQL server

  2005, 2008, 2012 and beyond) and SQL Queries. Should be able to understand and code medium to complex SQL queries.
• Good communication and Analytical Skills
• End to end ownership for issues handling.
• Customer handling • Should be working during shifts
• Open to work in 24/7 environment.
• Resolve helpdesk issues including troubleshooting hardware and software issues.
• Provide exceptional customer service in person via phone and emails as appropriate.
• Knowledge on Web Servers (IIS, Web logic, Apache Tomcat) would be added advantage.
• Good knowledge of Windows operating System (Active Directory, DNS, DHCP) would be plus.
• Knowledge on both architecture and functional aspects of Verint products or any similar products from NICE and ASPECT
• Significant understanding of networking and protocols (TCP/IP, SMTP, etc.) is preferred.
• Technical support or solution design role for an enterprise software company preferred.
• Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols preferred.
• Bachelors degree in Engineering, Computer Science or technical related field.