Technical Support Expert

3 weeks ago

Bengaluru, Karnataka, India OpenText Full time

About the Role

As a Senior Technical Support Specialist at OpenText, you will be responsible for providing top-notch technical support to our customers, ensuring their success with our products. This role offers the opportunity to learn new technologies, work with leading companies, and develop expertise in your chosen product area.

Your Key Responsibilities

  • Assist customers with complex technical support inquiries via various channels.
  • Provide advanced troubleshooting on escalated issues, including complex technical problems.
  • Work with customers who have our solutions on-premise and in the cloud.
  • Communicate effectively, both verbally and in writing, to represent our organization professionally.
  • Properly escalate cases to the appropriate teams as needed, while collaborating with them to identify new trends and resolutions.
  • Contribute to the creation and editing of knowledge base content, ensuring accurate and up-to-date information.
  • Stay current on internal alerts, training, and process changes to adapt to the evolving requirements of the role.
  • Act as a key point of contact and collaborate with cross-functional teams to resolve software defects and customer requested features.

Requirements

  • Enjoy learning about new technologies and teaching others.
  • Be able to interact with people and adjust your communication style based on individual needs.
  • Be passionate about resolving customer issues and helping to proactively resolve issues for future customers.
  • Be a quick learner, understanding the need for and following process, and serving as a role model for others in the team.
  • Have a strong focus on continuous improvement and career progression.
  • Demonstrate strong analytical and critical thinking skills.
  • Exhibit strong verbal and written communication skills.
  • Have 5+ years' experience in a technical support and customer-centric environment.
  • Possess a Science, Technology, Engineering, or Mathematics University or Bachelor's degree, preferred.
  • Have extensive knowledge of either Windows and/or Linux/UNIX Operating Systems.
  • Display strong troubleshooting skills, diagnostic analysis using traces, dumps, and other tools, and hypothesis formulation and testing.
  • Show proven experience working in a fluid environment that is ever growing and changing.

About OpenText

At OpenText, we strive to build an inclusive work environment that values diversity, equity, and inclusion. We believe in fostering collaboration, innovation, and personal growth, enriching our vibrant workplace.

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