Technical Support Specialist – Gauss / AS400 Support
Req id: 33018
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.
Our 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 EIM our software 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.
Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
What it takes
2-4 years of previous experience working within a technically focused environment
Focused on scoping problems and strong troubleshooting ability
Skills requires – Windows & IBM AS400 (Application support)
Working knowledge of Windows 2012 or 2019 and Microsoft’s IIS
Experience with Microsoft SQL Server (2008+) / Oracle 10 or 11 installation, configuration, queries, and RDBMS operations – Development and/or administrative experience with either database types is an advantage
Experience in debugging PL-SQL or T-SQL and ASP.Net code
Experience working with Windows and IBM AS400 installed application.
Experience working with V7R3 or V7R4 with AS400 iSeries.
Familiarity with: AS400 library migration, creation, user, and report permission troubleshooting.
Experience in debugging, analyzing software logs on windows and As400 servers.
Kofax knowledge skill is an added advantage
University/College degree within a related discipline or equivalent work experience
Your willingness to work on a 24×5 shift during weekdays and on-call during weekends from time to time is a must
Any combination of the following skills or knowledge is a must:
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].