Technical Support Expert

4 days ago

Bengaluru, Karnataka, India OpenText Full time

About OpenText

At OpenText, we are a global leader in information management where innovation collaboration and creativity are the key components of our corporate culture. Our team is committed to delivering exceptional customer experiences through innovative solutions and expert technical support.

We partner with highly regarded companies to tackle complex issues and contribute to projects that shape the future of digital transformation.

Your Impact

The Senior Technical Support Specialist role is designed to provide top-notch technical support experiences on our products making our customers wildly successful. You will be responsible for troubleshooting gathering diagnostics reproducing problems diagnosing faults and escalating software change requests to Product Engineering while also testing software patches for customers.

You will be recognized as an expert in your chosen product area and will have opportunities to grow and develop your skills in a collaborative and inclusive work environment.

What the Role Offers:

  • Assisting customers with complex technical support inquiries via chat phone and email.
  • Providing advanced troubleshooting on issues escalated by previous support levels including complex technical issues.
  • Working with customers who have our solutions on-premise and in the cloud.
  • Using excellent verbal and written communication skills to represent our organization with composure and patience while documenting all interactions.
  • Escalating cases to the appropriate teams based on issue complexity progress and process documentation.
  • Collaborating with cross-functional teams to identify new trends and resolutions.
  • Promoting Knowledge Centered Services and assisting in content creation/editing for our Knowledge Base.
  • Encouraging others to use Support utilities to resolve assigned customer issues.
  • Staying up-to-date on internal alerts training and process changes to evolve with the requirements of the role.
  • Serving as a point of contact and mentor for more complex issues.
  • Maintaining flexible working hours for on-call/outside business support hours as needed.

Requirements:

  • A passion for learning about new technologies and teaching others.
  • Excellent interpersonal and communication skills to adapt to individual needs.
  • A focus on resolving customer issues and proactive resolution for future customers.
  • A commitment to continuous improvement and career progression.
  • Demonstrated analytical and critical thinking skills.
  • Strong verbal and written communication skills.
  • 5+ years' experience in a technical support and customer-centric environment.
  • A Science Technology Engineering or Mathematics University degree or Bachelor's degree preferred.
  • Extensive knowledge of Windows and/or Linux/UNIX Operating Systems.
  • Proven experience working in a fluid environment that is ever-growing and changing.
  • A demonstrated ability to thrive in a collaborative inclusive work environment.

About Us:

We strive to build an inclusive workplace where everyone feels valued respected and empowered to contribute their best work. 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 protected characteristics.

About Our Approach:

We foster collaboration innovation and personal growth enriching our vibrant workplace with diverse perspectives and ideas. This position requires discretion and sensitivity when dealing with confidential and sensitive information. You must be willing to undergo background checks as required by the company.

Estimated Salary: $70,000 - $90,000 per year depending on location experience and qualifications.

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