Systems Engineer

I. PURPOSE

Customer Care support for Alvaria/Verint, Contact Centers and Voice Loggers

II. DUTIES AND RESPONSIBILITIES

• Handle after sales onsite & offsite support for Alvaria, Verint recordings, and Application
• Support & Implementation for Voice Software upgrades & migrations.
• Provide consultation and phone/email/onsite technical support in ensuring customer satisfaction.
• Work closely, coordinate and update plan of activities with Team Manager & Team Leader
• Update and close all assigned service desk cases diligently
• Acquire training and certifications related to product assigned.
• Create reports and documentation.
• Participate in standby 24x7 for maintenance support calls
• Share knowledge and skills and provide technical guidance on other engineers

III. QUALIFICATIONS

A. Minimum Education

• Must be BS degree graduate of Electronics & Communication or Information Technology

B. Competency

• Distinctive problem-solving and analytical skills combined with effective communication skills
• Demonstrated ability to convey complex concepts and solutions to all levels of an organization
• Has at least one subject area or industry of expertise – knowledge in application domains such as in Finance, Healthcare, Education, Manufacturing

IV. WORKING CONDITIONS

• Must be willing to work in a shifting schedule
• Must be willing to be trained
• Ability to diagnose and troubleshoot basic technical issues
• With problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal