Technical Support Professional
3 days ago
At OpenText, we empower organizations to achieve their digital transformation goals through innovative information management solutions. With a proven track record of success, our team is dedicated to delivering exceptional customer experiences.
Job SummaryWe are seeking an experienced Technical Support Professional to join our Software Development Lifecycle (SDLC) support team. As a Senior Technical Support Specialist, you will be responsible for providing technical support on OpenText products, troubleshooting complex issues, and collaborating with internal teams to deliver excellent customer experiences.
About the RoleThe ideal candidate will have 5+ years of experience in a technical support environment, with a strong understanding of application lifecycle management and technical skills such as Windows troubleshooting, scripting languages, and database analysis. You will be required to work effectively in a fluid environment, prioritize tasks, and provide exceptional written and verbal communication skills to deliver great customer experiences.
Responsibilities- Assist customers with complex technical support enquiries via chat, phone, and email
- Utilize exceptional written & verbal communication skills to deliver great Customer Experience
- Incident management in adherence to the defined processes
- Document interactions with internal & external stakeholders using the CRM tool
- Collaborate with other teams while adhering to SLO's and KPI's
- Advanced troubleshooting on escalated cases
- 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
- Promote Knowledge Centered Services by creating/editing content as necessary based on findings within your support interactions
- 5+ 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
- Strong analytical and critical thinking skills
- Strong verbal and written communication skills
- Proven experience working in a fluid environment that is ever growing and changing
- Ability to multi-task and prioritize work effectively
- Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge
$80,000 - $110,000 per year, depending on experience and location.
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