Field Support Engineer - Intern
As a valued member of Cognyte's Video Intelligence Solutions, Technical Support team, you will be responsible for advanced troubleshooting and working to resolve service requests escalated to you. In addition, you will be the first point of contact for customer service inquiries received via the telephone, email, or the customer’s ticketing system. You will be responsible for creating service requests in the Oracle Customer Relationship Management (CRM) application, verifying eligibility for support, troubleshooting, and escalating any unresolved issues by standard escalation procedures. You will also monitor the progress of a service request from its creation to its completion. In addition, you will be responsible for closing the request by the documented process.
Principal Duties and Essential Responsibilities:
- Responds to a moderate volume of service inquiries within focused verticals, either by phone, email, or the customer’s ticketing system, gathering information about the customer, contacts, eligibility for support, and install-base data. Utilizes this information to create service requests in the Oracle CRM database.
- Works closely with team members to resolve service requests that have been escalated. Ensures follow-up and detailed feedback are provided.
- Assesses nature of the problem; Utilizes technical expertise, exercises judgment and decision making to perform troubleshooting to resolve the issue. Works with peers when appropriate to assist in resolving issues.
- Works with 3rd party hardware manufacturers to open service requests and troubleshoot their hardware remotely.
- Works with 3rd party vendors to dispatch them for on-site support when required.
- Processes RMA’s for hardware when required.
- For more complex issues, escalates issues to the appropriate technical support personnel for resolution.
- Gains understanding of how the issue was resolved and applied knowledge to future service inquiries.
- Follows the progress of requests to ensure requests are resolved promptly and that the customer is delighted with the resolution.
- Closes requests when completed.
- Performs various administrative and reporting tasks as assigned.
- Assists in training new employees.
- Adheres to written or verbally communicated processes.
Minimum Requirements:
- Bachelor’s degree in Computer Science, Information Technology, and/or equivalent work experience.
- 0-1+ years of technical support experience, preferably in a call center environment.
- Excellent customer service and phone etiquette skills.
- Demonstrable troubleshooting skills, organization, and analytical skills.
- Excellent problem-solving skills and attention to detail.
- Strong verbal and written communication skills.
- Proven ability to manage multiple tasks with shifting priorities and timeframes.
- Works well in and supports a team environment.
- Ability to take direction, retain information, and apply in similar situations.
- Strong computer skills, including MS Word, Excel, Outlook, Windows Operating Systems.
- Willingness to work a flexible schedule, including evenings and weekends, if needed.
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and following federal and local regulations.
Preferred Requirements:
- Formal trouble ticketing system and/or Oracle CRM application experience.
- Technical training/education and/or certifications highly desirable.
- Basic understanding of network architecture.
- Microsoft SQL database support and maintenance.
- Computer hardware knowledge, including experience with hardware replacement.
- Basic understanding of Raid Technology, Windows 7 and/or 10, 2008/2012 server knowledge.
- Understanding system logs and event logs.
This is an intern position - Background check and citizenship as requirements.