Verint Administrator III
TELUS International Philippines Inc
Manila, PH
4d ago
source : WHATJOBS

Position Summary

TELUS International's support organization provides TI's customer base with post-implementation technical support services for the full line of Verint v.

11 and v.15 Enterprise software offerings.

This role is responsible for analyzing and troubleshooting technical problems and / or functionality questions and providing a solution to resolve the issue or inquiry.

Issues can be application-specific, and / or related to integrations internal to the product, or with other external applications and data sources.

Functional Responsibilities :

Function as primary customer contact for all incoming calls and assigned customer cases by providing telephone, web, and email based technical support for products within the Verint v.11 & v.15 Product Suite.

Ensure the highest level of communication with the customers and meet all defined service level agreements (SLAs) while analyzing, troubleshooting and resolving issues for both internal and external customers.

Responsible for providing regular updates with respect to progress of each incident, and quickly providing high quality, creative, and timely solutions in a professional manner while meeting defined customer service goals.

The Verint Support Technician communicates in both a verbal and written format directly with TELUS International's customer contacts and will facilitate communications with other members of TI's organization (BPO, ITO, Operations, Engineering, etc) as is necessary in the course of problem resolution.

Technical guidance may be provided by a Senior Support Engineer and / or Technical Lead. May collaborate with, or provide guidance to, other members of the team.

This role works under the general supervision of a Manager and / or Team Leader.

Other Requirements :

Candidate must possess at least a Bachelor's / College Degree , Computer Science / Information Technology or equivalent.

At least 3 year(s) of working experience in the related field is required for this position.

Applicants must be willing to work in Taguig.

Preferably 1-4 Yrs Experienced Employees specializing in IT / Computer - Network / System / Database Admin or equivalent.

Full-Time position(s) available.

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