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:
Technical Support Specialists are responsible for providing exceptional technical support on OpenText products. As a 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 document customer interactions, resolve customer issue and deliver exceptional 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
- Ability to troubleshoot Windows Server 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 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.
Nice To Have Technical Skills
- Performance testing: In-depth knowledge of test tools
- In-depth knowledge and hands-on experience with functional testing tools.
- Strong understanding of the applications under test, including their architecture, data flow, and user interface.
- Familiarity with mobile testing concepts and tools.
- Performance Testing Concepts
- Performance Monitoring Tools: New Relic, AppDynamics, or Dynatrace
- Load Testing Best Practices
- Scripting and Automation: Proficiency in scripting and automation tools (e.g., Python, PowerShell) for task automation and custom reporting.
- Cloud Platforms: AWS, Azure, GCP
- Experience in Docker/Kubernetes.
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.
