Technical Analyst

Ref#: 15160

Function: Technical Support

Location: India, Hyderabad

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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 IXOS Technical Analyst Axcelerate and Perceptiv team is currently searching 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 IXOS Archive Server Data ArchivingAxcelerate and Perceptiv solutions within complex on-premise and SaaS complex customer environments, while suggesting techniques and tools for application development.

The successful candidate will be working in a highly functioning team consisting of Technical Analysts and Senior Technical Analysts that work effectively together to reach a common goal.


You are great at:
Representing OpenText acting as first point of contact for all technical inquiries regarding IXOS Archiving ServicesAxcelerate 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 ITSM Jira Ticketing 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:

2 years previous experience working within a technical support environment

University/College degree in a technical discipline (Computer Science, Engineering, MIS) within a related discipline or equivalent work experience

Foundation working with Windows OS and/or UNIX. Scripting language experience considered a plus. and any scripting, (ie. SQL, Perl, .NET or C++)

Experience working with relational DBMS (Oracle, MS SQL Server)

Background knowledge in SAP and MS Exchange

Basic Networking/Desktop Setup Skills

Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution

Proven experience working in a fluid environment that is ever growing and changing

Prior litigation support experience considered a plus

Strong ability to multi-task and prioritize work effectively

Positive attitude, patience, understanding, dedication and commitment

Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.


At OpenText we understand and value diversity in our employees and we are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. We draw on our diversity and collective genius as we continue to shape a better future for our customers and be the Best Place to Work for our employees- nothing is off the table at OpenText. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com

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