Senior Technical Support Specialist
2 weeks ago
About This Role
The Senior Technical Support Specialist will be responsible for providing an end-to-end technical support experience of the highest quality to our customers on our products. This role offers an opportunity to learn new and exciting technology while working with the world's top Fortune 500 companies.
Key Responsibilities
- Conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to Product Engineering.
- Test software patches for customers and provide advanced troubleshooting on issues that have been escalated by previous support levels.
- Assist customers with complex, technical support enquiries via chat, phone and email.
- Work with customers who have our solutions on-premise and in the cloud.
- Properly escalate cases to the appropriate teams as needed based on issue complexity, progress and process documentation.
Requirements
- 5+ years' experience in a technical support and customer centric environment.
- Extensive knowledge of either Windows and/or Linux/UNIX Operating Systems.
- Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
- Proven experience working in a fluid environment that is ever growing and changing.
- Strong verbal and written communication skills.
About OpenText
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
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