Sr. Technical Support Specialist
Location
Bangalore | India
Job description
Team: IT Operations Management Support Team
Position Overview:
Sr. Technical Support Specialists are responsible for providing exceptional technical support on OpenText products. As a Senior 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.
You are great at:
- Assisting customers with complex technical support enquiries via chat, phone, and email.
- Utilizing exceptional written & verbal communication skills to deliver great 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 it takes:
What will make you successful at OpenText:
- You enjoy learning new technologies and mentoring others.
- You are passionate about resolving customer issues.
- The ability to effectively communicate and interact with people.
- Ability to navigate, and lead, difficult conversations with customers.
- A quick learner who, follows processes and acts as a role model for others in the team.
- A strong focus on continuous improvement and career progression.
- A key team contributor, promoting a positive team environment and team skill development.
Experience & Education:
- 5+ years’ experience in a technical support environment.
- Flexible to provide on-call / outside business support hours as, and when, needed.
- A Science /Technology Engineering or Bachelor's degree preferred.
- Strong analytical and critical thinking skills.
- Strong verbal and written communication skills.
- Proven experience working in a fluid environment that is ever growing and changing.
- Ability to multi-task and prioritize work effectively.
- Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.
- Hands-on experience troubleshooting Windows/Linux Operating Systems.
- Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
- Database knowledge - PostgreSQL, Oracle, MS SQL, Vertica
- Network and security protocols like TPC/IP, TLS/SSL, REST API, SOAP and SAML
- Virtualization Skills – VMware, Hyper-V
- Experience on Cloud technologies – AWS, Azure or Google Cloud
- Good Scripting knowledge - Perl, Python, Shell
- Must be familiar with HA and DR setup.
- Experience in Docker/Kubernetes
- Experience in Web Service/Java script
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 [email protected] .
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