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Information Security Specialist
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Information Security Specialist
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Information Security Specialist
2 weeks ago
We are a global leader in Enterprise Information Management, dedicated to helping organizations conduct their business and gather, store, and use information effectively. Our innovative solutions include Application Security, Security Operations, Data Protection, and Identity Management.
About the PositionThis Cyber Security role supports customers in mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats. As a Senior Technical Support Specialist, you will be responsible for providing exceptional technical support on OpenText products. You will reproduce, troubleshoot, and resolve customer issues, identifying defects and escalating to OpenText Product Engineering, and testing software patches for customers.
Your Responsibilities- 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.
- Collaborating with various stakeholders to act as a trusted customer advocate.
- Promoting Knowledge Centered Services by creating/editing content as necessary based on findings within your support interactions.
