Sr. Technical Support Specialist – ApplicationXtender
Req id: 31796
Bangalore, KA, 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:
The OpenText (ApplicationXtender/Application Content Management (ACM) technical support team is currently looking for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the ApplicationXtender/Application Content Management (ACM) suite of products within complex customer environments, while suggesting techniques and tools for application development. The successful candidate will be working in a high performing team to reach a common goal, that is customer success.
You are great at:
Representing OpenText acting as first point of contact for all technical inquiries regarding ApplicationXtender/Application Content Management (ACM).
Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
Meeting 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 in CRM system with 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.
Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
What it takes:
5+ years of mostly relevant experience with ApplicationXtender/Application Content Management (ACM)
University/College degree within a related discipline or equivalent work experience.
Hands on experience in ApplicationXtender/Application Content Management (ACM).
Strong understanding of ApplicationXtender/Application Content Management (ACM).
Knowledge in ApplicationXtender/Application Content Management (ACM) Fundamentals.
Well-developed professional/technical skills needed to perform the job in self-sufficient manner.
Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.
Previous experience interfacing with customers with Excellent communication skills, written and verbal.
Troubleshooting skills, positive attitude, patience, understanding, dedication, commitment and Teamwork is a must have
Good working knowledge on Windows OS.
Experience in MS SQL Server and Oracle will be advantage.
Knowledge of web application servers such as IIS will be an advantage.
Understanding of security, cryptographic and authentication protocols (TLS, SSL, Kerberos, AD, LDAP) will be an advantage.
Knowledge of networking protocols (TCP/IP, NFS, DNS), architecture and devices such as load balancers will be an advantage.
Highly organized with an ability to balance projects and Multiple customers at the same time, in a fluid environment that is ever growing and changing.
As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.
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. Should you require accommodations during the selection process, please contact [email protected].
Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.