Sr. Technical Support Specialist

Opentext - The Information Company

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.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

Your Impact :

OpenText™ has produced innovative online solutions that change the way organizations conduct their business and the way people gather, store and use information. Our Enterprise Information Management (EIM) technology is leading the industry. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation.Sr. Technical Support Specialists along with ECM (Content Manager ) experience , are responsible for delivering highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective.

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 SLA’s and KPI’s 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
• 3+ years of Content Server concepts, Content Server troubleshooting,
• Integration with Enterprise Connect
• 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
• OS - Win/Linux - OS fundamentals, Troubleshooting fundamentals, Logs
• DB - MS SQL, Oracle - Write basic queries
• Web Servers - IIS/Apache Tomcats
  

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.