Technical Support Specialist

Role Overview: As a Sr. Technical Support Specialist at OpenText, you will be responsible for delivering the highest quality technical support on OpenText products. You will address customer concerns not only at a technical level but also from a customer service perspective. This position offers you the opportunity to work on unique customer issues, learn exciting technologies, and contribute to shaping the future of information management. Key Responsibilities: - Represent OpenText as the first point of contact for all technical support inquiries - Manage incidents and collaborate with other teams while adhering to SLAs and KPIs - Utilize exceptional written and verbal communication skills to support customers with a high level of customer focus and empathy - Meet established service delivery guidelines and key performance indicators through customer satisfaction surveys - Collaborate with various stakeholders to act as a trusted customer advocate - Manage escalations and work with the Escalation Manager as a point of contact Qualifications Required: - 3-5 years of prior experience working on relevant technologies - Experience in ECM, Archive Center, XECM - Technical support experience handling Enterprise Products is a must - Strong problem-solving and troubleshooting experience - University/College degree within a related discipline - Willingness to work in shifts during weekdays and be on-call during weekends - Experience in installation, configuration, and maintenance of mainstream OS (Windows, Linux) - Experience in installation and configuration of DB (SQL Server or Oracle) - Knowledge of Tomcat - Understanding of Infrastructure and Cloud Technologies including Storage, Backup & Restore, Networking, Load Balancer, Proxy, Firewalls, Containerization - Experience in troubleshooting issues in an N-Tier Software Architecture Environment - Demonstrated problem-solving and analysis of product trace/logging information - Knowledge of MS SQL and scripting is a value addition Additional Company Details: If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact OpenText at hr@opentext.com. OpenText fosters collaboration, innovation, and personal growth, enriching the vibrant workplace environment. Role Overview: As a Sr. Technical Support Specialist at OpenText, you will be responsible for delivering the highest quality technical support on OpenText products. You will address customer concerns not only at a technical level but also from a customer service perspective. This position offers you the opportunity to work on unique customer issues, learn exciting technologies, and contribute to shaping the future of information management. Key Responsibilities: - Represent OpenText as the first point of contact for all technical support inquiries - Manage incidents and collaborate with other teams while adhering to SLAs and KPIs - Utilize exceptional written and verbal communication skills to support customers with a high level of customer focus and empathy - Meet established service delivery guidelines and key performance indicators through customer satisfaction surveys - Collaborate with various stakeholders to act as a trusted customer advocate - Manage escalations and work with the Escalation Manager as a point of contact Qualifications Required: - 3-5 years of prior experience working on relevant technologies - Experience in ECM, Archive Center, XECM - Technical support experience handling Enterprise Products is a must - Strong problem-solving and troubleshooting experience - University/College degree within a related discipline - Willingness to work in shifts during weekdays and be on-call during weekends - Experience in installation, configuration, and maintenance of mainstream OS (Windows, Linux) - Experience in installation and configuration of DB (SQL Server or Oracle) - Knowledge of Tomcat - Understanding of Infrastructure and Cloud Technologies including Storage, Backup & Restore, Networking, Load Balancer, Proxy, Firewalls, Containerization - Experience in troubleshooting issues in an N-Tier Software Architecture Environment - Demonstrated problem-solving and analysis of product trace/logging information - Knowledge of MS SQL and scripting is a value addition Additional Company Details: If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact OpenText at hr@opentext.com. OpenText fosters collaboration, innovation, and personal growth, enriching the vibrant workplace environment.