Customer Dedicated Trade Floor Voice Recording Support & Enablement Specialist

Job Description

Key Accountabilities

  • Daily checks – perform daily health checks, beginning and end of day
  • Recording Application Patching – deployment/testing of Verint quarterly software updates
  • Bi-Annual Health-Checks – perform and document the bi-annual health check
  • Analyses and evaluates technical issues and suggests/implements methods and techniques to achieve resolution
  • Resolve customer escalations and manage both onsite and remote escalation projects
  • Works effectively unsupervised as well as in team environment
  • Effectively communicates with customers and internal technical teams
  • Liaise between customer and Verint teams (provides a conduit)
  • Works with customer escalation and management teams to resolve and manage communication for complex customer escalations
  • Incident Management - Respond to customer logged support cases by troubleshooting (T2/T3) and investigating the reported issue with Verint's proprietary Financial Compliance software. Work with the relevant customer and Verint T4/Engineering teams to investigate and resolve issues
  • Tracking of fault cases - Track active support cases with relevant parties, ensure support cases are regularly updated
  • Attend regular service review meeting
  • Assists and facilitates technical enablement when needed for the customers technical teams

Job Metrics:

  • Completion of on-site tasks
  • Meet customer SLA for managed service and support activities
  • Success of support relationship with customers on-site team
  • Successful management and closure of escalations
  • Performance feedback – annual appraisal
  • Act per the Information Security Policy and Information Management Policy and Privacy Policy.

People Specification

General:

  • Minimum 2 year’s Finical compliance Voice recording experience of on-site management of financial compliance voice recording environments that supports complementation, and troubleshooting of software applications and related technology infrastructure.
  • Advanced understanding of troubleshooting flow
  • Dedicated support in region being able to effectively deal with customer managed service and support activities issues remotely
  • Experience in documenting customer process, and service activity reports
  • Effective verbal customer communication
  • Ability to travel regionally and internationally at short notice for exceptional requirements

Industry specific:

Regarded as very knowledgeable/experienced in the following areas:

  • 2 + year’s Financial Compliance environment voice recording experience
  • Cisco UCM voice recording integration / setup
  • Knowledge of TCP/IP networking, application level protocols (SIP, RTP, etc.), firewall technology, SQL databases, Windows servers, and storage systems
  • IPC Unigy voice recording
  • Knowledge of analyzing network issues – running network traces
  • Advanced understanding of troubleshooting flow

Product/Technical:

Skills and experience required:

  • Windows Server
  • Microsoft SQL
  • Wireshark
  • Experience of storage systems (EMC/HCP)
  • Knowledge of VM Ware technology

Professional/Task:

  • Understanding of LAN/WAN networking, including SIP
  • Ability to analyse log files, and clearly communicate, and document technical issues
  • Server security – LDAP, HTTPS Certificates, Data Encryption, Domain/user policies, Windows hardening
  • Ability to execute and modify SQL scripts to assist with troubleshooting

Specific Qualifications & Accreditations

Essential:

  • 2+ Years’ experience in voice recording in Financial Compliance environments.

Desirable:

  • Technical certifications (Cisco, Microsoft, VM Ware, SIP)
  • 2+ Years’ experience in Verint Verba recording products
  • Technical Writing
  • Project Management

Required Non-Technical Competencies

  • Oral Communication
  • Written Communications
  • Effective Listening
  • Presentation Skills
  • Interpersonal Effectiveness
  • Time Management & Organization
  • Objectives/Goal Setting
  • Decision Making
  • Critical Thinking
  • Accuracy/Attention to Detail
  • Working across Cultures
  • Conflict Management
  • Willingness
  • Ethics and Integrity
  • Analytical Skills

Contacts

  • hr.hk@verint.com

Location