Technical Support Specialist

Role Overview: OpenText, a global leader in information management, values innovation, creativity, and collaboration as essential parts of its corporate culture. As a Senior Technical Support Specialist at OpenText, you will have the opportunity to work with top companies globally, address complex issues, and contribute to projects that drive digital transformation. AI plays a crucial role in our operations, empowering innovation and digital knowledge workers. Your role will involve providing high-quality technical support on OpenText products, addressing customer concerns not only technically but also from a customer service perspective. Key Responsibilities: - Act as the first point of contact for all technical support inquiries, representing OpenText - Manage incidents and collaborate with other teams to meet SLAs and KPIs - Provide technical support with exceptional written and verbal communication skills, demonstrating customer focus and empathy - Adhere to established service delivery guidelines and achieve key performance indicators through customer satisfaction surveys - Collaborate with stakeholders as a trusted customer advocate - Handle escalations and liaise with the Escalation Manager as needed Qualifications Required: - 3 - 5 years of experience in relevant technologies - Experience in ECM, Archive Center, XECM - Prior technical support experience with Enterprise Products is essential - Strong problem-solving and troubleshooting skills - University/College degree in a related discipline - Willingness to work in shifts during weekdays and be on-call during weekends - Proficiency in Installation, Configuration, and Maintenance of Mainstream OS (Windows, Linux) - Experience with Installation & Configuration of DB (SQL Server or Oracle) - Knowledge of Tomcat and understanding of Infrastructure and Cloud Technologies - Proficiency in troubleshooting issues in an N-Tier Software Architecture Environment - Demonstrated problem-solving and analysis skills of Product Trace/Logging information - Experience with MS SQL and Scripting is a value addition If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact hr@opentext.com. OpenText's proactive approach fosters collaboration, innovation, and personal growth, enriching the vibrant workplace culture.,