• Through the use of company and department practices and procedures, independently manages buyer-seller messaging across an assigned book of client accounts • Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required • Coordinates return and refund decisions directly with brand management • Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams • Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation • Utilizes structured escalation paths with Amazon for complex buyer-seller disputes • Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns) • Provides guidance to Customer Service Specialist I peers on day-to-day casework • Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes • Maintains or exceeds department-established performance standards • Other duties as assigned

• Manage inbound customer calls regarding contract cancellations. • Advise customers on services and offers to maintain or increase their subscription value. • Upsell and cross-sell products and services. • Ensure a high level of customer satisfaction and loyalty. • Meet defined quality and performance standards.

• Client Communication Support: Respond to client inquiries in both Spanish and English via phone, email, and chat with professionalism and clarity. • Case Coordination Assistance: Help gather, organize, and relay client information to ensure attorneys and legal teams have accurate and timely details. • Administrative & Data Support: Maintain client records, update case management systems, and ensure information is accurately documented. • Service Excellence: Provide compassionate, responsive, and solution-oriented support to clients navigating sensitive legal matters.

Role Description The Product Support Specialist is passionate about fixing problems and providing above and beyond type of customer service. They have a high sense of urgency matched with the ability to provide quality responses in all situations. The Product Support Specialist stops at nothing to ensure customers' happiness and seeing resolutions through to completion. They have impeccable relationship skills and can create win/win environments for all parties that they work with. The Product Support Specialist role analyzes and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications. The role determines the best course of action to resolve the problem or inquiry. Qualifications - Bachelor’s degree in computer science or technology discipline or related field or equivalent work experience - Minimum of 3-5 years of customer support experience in troubleshooting and resolving issues in an application support role - Demonstrated experience of Database Technology and the ability to interpret schemas and/or author queries - Fluent in Portuguese, Spanish and English - Experience in programming and/or debugging in JavaScript, XML, JSON, RESTful web service requests - Familiarity with the API troubleshooting and diagnostic tools such as Postman, SOAP UI to inspect request and response payloads, identify network issues, and troubleshoot API integration problems - Familiarity with debugging tools/techniques - Strong written and verbal communication skills - Experience in documenting customer issues with the ability to tailor the explanation of technical concepts to the audience - Experience in effectively dealing with customer service issues and handling customer conflict - Ability to work on a flexible schedule in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with Support’s on-call practice - Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification, and credit, where available and in accordance with federal and local regulations Requirements - Experience working with Java-based multi-tier architecture enterprise applications - Ability to interpret and edit XML files - Experience with virtualization and Amazon cloud services - Understanding of basic networking and OAuth 2.0 authorization framework - Ability to author technical articles to document found solution - Experience with Dynamics CRM Benefits - 2025 Benefits Offering Company Description Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.