Req id: 23303
Hyderabad, TG, IN
OPENTEXT – THE INFORMATION COMPANY
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
The Opportunity:
Want to work with 85% of the world’s top brands and more than 100,000 customers in 140 countries?
With OpenText Tech Support you have the chance to help our customers use our world class software and making them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere.
For more than two decades, 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.
Our Lead Technical Support Specialist position offers you an opportunity to learn exciting technologies which would enable you to support our customers. Critical thinking is something that you’ll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.
You are great at:
Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, 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, phone-based activities, and schedule adherence.
Show an understanding of the customer environment and product, enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution.
Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
Contributing to the knowledge base by authoring and editing articles to share current information with team members.
Works under little or no supervision/guidance, handles tasks where RC isn’t obvious using own judgement to investigate, analyses customer satisfaction responses for closures, gets involved in special projects (internal / global) including non-technical deliverables, diffuses escalated accounts, supervises a team with clear objective / targets within business needs, owns customer accounts in terms of delivery, gives advice on all CS related topics, builds and owns a knowledge network capable of estimating impact of decisions, and also coaches the team for growth and delivery
What it takes:
Min. 8+ years previous experience working in a technically focused environment
Experience on scoping problems and strong troubleshooting, negotiating and change management abilities
University/College degree within a related discipline and/or equivalent work experience
Self-motivated individual, Works with little or no supervision, a critical thinker with an understanding on Customer Satisfaction
Excellent Verbal and Written Communication, with a strong attention to detail mindset
Willingness to work on a 24×7 shift rotation
Technical Skillset Required
In-depth knowledge on Windows & Linux OS
Experience in practicing Java, Javascript working with all web browsers
Knowledge on debugging & troubleshooting (system logs, processor logs, fiddler logs)
In-depth knowledge on Web Servers TomEE, IIS, Apache
Working knowledge on Databases (debugging, troubleshooting, queries, fine-tuning) – SQL, Oracle, MySQL, ProgreSQL
Basic networking knowledge (TCP/IP, HTTPS, Firewalls)
Exposure to understanding of Web Services, SOA, SOAP
Knowledge on Cordys / Process Suite / AppWorks an added benefit
Knowledge on Customer Support, SLAs, KPIs and Escalations.
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.
Job Detail
Job Id
JD2276859
Industry
Not mentioned
Total Positions
1
Job Type:
Full Time
Salary:
Not mentioned
Employment Status
Permanent
Job Location
Hyderabad, Telangana, India
Education
Not mentioned
Experience
Year
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