Job Description

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Your Impact:

Sr. Technical Support Specialists are responsible for providing exceptional technical support on OpenText products. As a Senior Technical Support Specialist, you will reproduce, troubleshoot, and resolve customer issues. You’ll identify defects and escalate to OpenText Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area. This position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking. Our strong team-based environment ensures that our team members support each other to deliver excellent Customer Experience.

What the role offers:

• 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.

What you need to succeed:

• 5+ years’ experience in a technical support environment.
• Flexible to provide on-call / outside business support hours as, and when, needed.
• Flexible for 24x7 rotational shifts.
• A Science /Technology Engineering or Bachelor's degree preferred.
• Ability to troubleshoot Windows issues like performance degradation, account issues, software installation and configuration, event viewer analysis, registry editing, command line and PowerShell tasks, and group policy on Windows 7, 10, 11, and Windows Server editions.
• Excellent understanding of application lifecycle management (Software development lifecycle).
• Basic knowledge of server configurations and network protocols (HTTP, HTTPS, Citrix, SAP, Web Services) to troubleshoot connectivity issues between clients and servers.
• Understanding of firewalls, proxies, load balancers and security certificates.
• Proficiency in scripting languages like JavaScript, VBScript, or C for enhancing and customizing test scripts. Familiarity with protocols such as REST and SOAP.
• Application Architecture: Understanding of application architecture and how it can impact performance. Knowledge of web servers, application servers, and databases in this context.
• Understanding of databases (SQL, Oracle, MySQL) and their impact on application performance and the ability to create, delete, secure databases, and write and execute simple SQL queries.
• Log Analysis: Skill in analyzing logs (application logs, server logs) to pinpoint technical issues.
• Familiarity with security concepts and practices such as server hardening, encryption and SSL.