Technical Support Specialist

5 days ago

Bengaluru, Karnataka, India Opentext Full time ₹ 1,04,000 - ₹ 1,30,878 per year

YOUR IMPACT:

Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products, addressing the customers concerns not just at a technical level but also from a customer service perspective. Our Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as youll work on unique customer issues to provide resolutions.

WHAT THE ROLE OFFERS:

  • Represent OpenText acting as first point of contact for all technical support inquiries
  • Incident management and collaboration with other teams while adhering to SLAs and KPIs
  • Utilize exceptional written and verbal communication skills while supporting customers while demonstrating a high level of customer focus and empathy
  • 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
  • Test Open Text product issues in various environments for validation and solution purposes.
  • Author technical documents for inclusion in the Knowledge Base
  • Report software bugs and customer suggestions to SME
  • Manage Escalations and work with Escalation Manager as a point of contact

WHAT YOU NEED TO SUCCEED:

  • 3+ years of prior experience working on relevant technologies

  • Focused on scoping problems and strong troubleshooting ability

  • University/College degree within a related discipline or equivalent work experience

  • Willingness to work in shifts during weekdays and on-call during weekends
  • 2+ years of hands-on experience working on OpenText VIM
  • Strong skills in SAP workflow and ABAP Programming
  • 3+ years previous experience working within a technical support environment
  • Experience with SAP R/3 and S4/HANA
  • Strong skills in ALV Report Development
  • Working Knowledge in SAP FI/MM modules (Technical) and business processes
  • Experience with SAP Fiori and Web services
  • Experience in dialog programming, building custom screens and transactions

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