• Establish and manage goals, processes, and business KPIs regarding the performance of the team to optimize customer satisfaction and the customer experience through efficient and timely issue resolution.

• Ensure the highest level of communication with the customer and meeting all defined service level agreements (SLAs) while analyzing, troubleshooting, and resolving issues for customers and partners.

• Function as primary escalation manager, responsible for providing regular updates with respect to progress of escalated incident, and quickly providing high quality, creative, and timely solutions in a professional manner while meeting defined customer service goals.

• Works with Regional peers to ensure global operational alignment and practices.

• Lead and participate in projects that support team strategy and vision, including process, documentation, and training.

• The Associate Manager communicates in both a verbal and written format directly with Verint’s customer contacts and internal (Support and Professional Services) stakeholders globally and will facilitate communications with other members of the Verint organization (sales, services, and product house, etc) as is necessary in the course of his work and any problem resolution.

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

• Responsible for Incident and Problem Management [more complex than Product support], and will also act as Change manager, evaluating the change, identifying risk, and providing risk mitigation plan.

• Responsible for teams’ competence development and enablement for Level 1 support readiness.

• Must be willing to work in U.S. shift timing from 5:30 pm to 2:30 am Monday to Friday and willing to be available for on call support as needed.

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com. 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, sex (including pregnancy, sex stereotyping, gender identity, gender expression, or transgender status), disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, or any other classification or characteristic protected by applicable country 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 globally.