OPENTEXT
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
Position Overview:
Sr. Technical Support Specialists are responsible for providing exceptional technical support on OpenText products. As a Senior Technical Support Specialist, you will reproduce, troubleshoot, and resolve customer issues. You’ll identify defects and escalate to OpenText Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area. This position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking. Our strong team-based environment ensures that our team members support each other to deliver excellent Customer Experience.
You are great at:
- Assisting customers with complex technical support enquiries via chat, phone, and email.
- Utilizing exceptional written & verbal communication skills to deliver great Customer Experience.
- Incident management in adherence to the defined processes.
- Documenting interactions with internal & external stakeholders using the CRM tool.
- Collaborating with other teams while adhering to SLO’s and KPI’s.
- Advanced troubleshooting on escalated cases.
- Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys.
- Promoting Knowledge Centered Services by creating/editing content as necessary based on findings within your support interactions.
What it takes:
What will make you successful at OpenText:
- You enjoy learning new technologies and mentoring others.
- You are passionate about resolving customer issues.
- The ability to effectively communicate and interact with people.
- Ability to navigate, and lead, difficult conversations with customers.
- A quick learner who, follows processes and acts as a role model for others in the team.
- A strong focus on continuous improvement and career progression.
- A key team contributor, promoting a positive team environment and team skill development.
Experience & Education:
- 2+ years’ experience in a technical support environment.
- Flexible to provide on-call / outside business support hours as, and when, needed.
- A Science /Technology Engineering or bachelor’s degree preferred.
- Proven experience working in a fluid environment that is ever growing and changing.
- Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.
Technical Skills
- Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
- Hands-on experience troubleshooting Windows/Linux Operating Systems.
- DB Knowledge desirable – PostgreSQL, Oracle, MS SQL or Experience on Cloud technologies – AWS, Azure, Google Cloud desirable
- Network troubleshooting - NW / IP Stack
- Backup and Storage Technologies – Prior experience with Data Protector, Veritas Backup, CommValut, Veem etc. will be added advantage
- In summary, the role requires a comprehensive understanding of complex technologies and the ability to troubleshoot and optimize large data systems.
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
