Sr. Technical Support Specialist

4 weeks ago

Hyderabad Telangana, India OpenText Full time

OPENTEXT - THE INFORMATION COMPANY 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 AI-First Future-Driven Human-Centered At OpenText AI is at the heart of everything we do powering innovation transforming work and empowering digital knowledge workers We re hiring talent that AI can t replace to help us shape the future of information management Join us Your Impact Sr Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products addressing the customer s concerns not just at a technical level but also from a customer service perspective Our Sr Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as you ll work on unique customer issues to provide resolutions What the role offers Represent OpenText acting as first point of contact for all technical support inquiries Incident management and collaboration with other teams while adhering to SLA s and KPI s Utilize exceptional written and verbal communication skills while supporting customers while demonstrating a high level of customer focus and empathy Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys Collaborate with various stakeholders to act as a trusted customer advocate Manage Escalations and work with Escalation Manager as a point of contact What you need to succeed 5 - 8 years of prior experience working on relevant technologies Technical Support experience handling Enterprise Products a must Strong Problem Solving and Troubleshooting experience University College degree within a related discipline Willingness to work in shifts during weekdays and on-call during weekends Microsoft Windows OS and Networking UNIX Linux OS and Scripting Internet Expertise including knowledge of browsers Web servers proxy servers JavaScript and firewalls Knowledge of relational databases and data modelling Proficient in data manipulation Excel SQL Familiarity with integrated development environments such as Eclipse Experience with BIRT Business Intelligence Reporting Tools and other Actuate technologies a plus Experience with HTTP REST and TCP IP Knowledge on Directory Services LDAP Active Directory Knowledge of object-oriented methodologies and approaches Java is a plus 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 contact us at Our proactive approach fosters collaboration innovation and personal growth enriching OpenText s vibrant workplace

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