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Technical Support Specialist

Technical Support Specialist

Opentext

2 - 4 years

12 - 14 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Linux Analytical Debugging Cloud JSON Windows Information management Customer service Technical support CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

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. Were hiring talent that AI cant replace to help us shape the future of information management. Join us.

The opportunity:

You are great at:

Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment etc.
Resolve single- and cross technology/application incidents independently. Document known errors and work arounds. Works with team members, delivery centers, and other company organizations.
Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction
Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain SLOs.
Work with Tier 2 and Tier 3 engineers on technical escalations, bugs, and feature requests
Excellent customer service skills, adding to the customer experience.
A track record of good judgment and decision-making in positions with significant responsibility.
Assist in the content creation/editing process for our Knowledge Base by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant
Teamwork: Work as part of a global, and/or multi-functional team.
General office environment.
Role may require working in 24/7 shifts on a rotational basis
.
24/7 Shift Coverage model participated in an on-seat shift and On-Call rotations.

What it takes:

Associate degree in a technical field or equivalent experience is preferred
2-4 years experience in a technical support and customer centric environment
Ticket Management with the use of different CRM tools.
Passion for providing quality customer service and technical support
Demonstrated strong analytical and critical thinking skills
Technical proficiency in: Cloud/SaaS applications, Windows, desktop applications, networking, security, and web applications
Strong verbal/written interpersonal communication skills. English (written/oral)
General network knowledge ports, firewalls, Ip s
Experience working with cloud-based products
Experience with AWS, Google, Azure cloud platforms
Linux (desired)
ITIL 4 Foundation level Certified (desired)
Knowledge of ISO20000 (desired)
Knowledge of JSON/REST API. (desired)
Knowledge of OAuth and SAML configuration (desired)
Scripting (enough to read logs and interpret the syntax)

OpenTexts 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 OpenTexts vibrant workplace.

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Technical Support Specialist