Senior Technical Support Expert
22 hours ago
Job Summary
We are seeking a skilled Senior Technical Support Expert to join our team at OpenText. As a key member of our technical support team, you will be responsible for providing exceptional technical support on OpenText products.
Your Impact
You will reproduce, troubleshoot, and resolve customer issues, identifying defects and escalating to OpenText Product Engineering. You will test software patches for customers and be recognized by your peers as an expert in your chosen product area.
Key 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
What We Offer
- An opportunity to learn exciting technologies and exercise critical and creative thinking
- A strong team-based environment ensures that our team members support each other to deliver excellent Customer Experience
- A competitive salary of $80,000 - $120,000 per year, depending on experience
Requirements
- 5+ years' experience in a L3 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
Technical Skills:
- Hands-on experience troubleshooting Windows/Linux Operating Systems
- Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing
- Database knowledge - SQL, PostgreSQL, Oracle, MS SQL, MongoDB
- Active Directory and/or eDirectory
- Network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML
- Web servers such as Apache or IIS and application servers like Tomcat and JBoss
- Familiarity with C/C++, Java, JavaScript, Python, PHP
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