Responsibilities:
• Function as technical contact for our customers, dealers and end-users.
• Ensure the highest level of communication with the customer by providing regular updates with
respect to progress of each incident, and quickly providing high quality, creative, and timely solutions
in a professional manner while demonstrating the highest level of customer service.
• Determine problem through detailed question and answer exploration with customer.
• Quickly get to the root of customer problems by gathering all the necessary technical information
then analyzing, troubleshooting, and ultimately resolving customer product concerns.
• Explore and/or isolate hardware issues.
• Strict adherence to GEC client services process guidelines.
Education:
• College degree, Technical Certifications (MCSE, MCDBA, CCNA), or 5+ Years relevant experience
preferred
Requirements:
• 2+ years of customer support experience.
• Experience working with Verint products, a plus.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal & written communication and interpersonal skills.
• Technical customer service experience in the telecommunications or related industry preferred.
• Experience in documenting customer issues with ability to tailor the explanation of technical concepts
to the audience.
• Experience in effectively dealing with customer service issues and handling customer conflict.
• Familiarity with Contact Center operations and technology software and tools.
• Working knowledge of Microsoft Server based architecture to include Server 2008, Server 2012,
Server 2016.
• Thorough understanding of Windows OS installation and configuration – including but not limited to
Windows Networking and Active Directory Admin.
• Experience with web-based .NET applications and administration.
• Working Database knowledge — MSSQL, Oracle preferred (Admin & Transact SQL)
• Experience with MS Clustering and Virtual Environments preferred.
• MCSE certification strongly preferred.
• Telephony background and VoIP experience strongly preferred.
• Able to work evening, overnight and/or weekend shifts.
• Able to travel.
• Bilingual, with strong English written and verbal skills.
Client Services Engineer, Tier 2
