Sr. Technical Support Specialist

1 day ago

Hyderabad, Telangana, India Opentext Full time US$ 90,000 - US$ 1,20,000 per year

Your Impact:

Sr. 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 Sr. 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
  • Manage Escalations and work with Escalation Manager as a point of contact

What you need to succeed:

  • 5 - 8 years of prior experience working on relevant technologies
  • Technical Support experience handling Enterprise Products a must

  • Strong Problem Solving and Troubleshooting experience

  • University/College degree within a related discipline

  • Willingness to work in shifts during weekdays and on-call during weekends
  • Microsoft Windows (OS and Networking), UNIX/Linux (OS and Scripting)
  • Internet Expertise (including knowledge of browsers, Web servers, proxy servers, JavaScript, and firewalls)
  • Knowledge of relational databases and data modelling. Proficient in data manipulation (Excel, SQL)
  • Familiarity with integrated development environments such as Eclipse
  • Experience with BIRT (Business Intelligence Reporting Tools) and other Actuate technologies a plus
  • Experience with HTTP/REST and TCP/IP
  • Knowledge on Directory Services (LDAP, Active Directory)
  • Knowledge of object-oriented methodologies and approaches (Java is a plus).

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