Senior Technical Support Analyst

Ref#: 19153

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 Daegis Customer Support 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 Gupta suite of products within complex customer environments. The successful candidate will be working in a highly functioning team consisting of Support Analysts and Senior Support 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 Gupta products and their 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 the support ticket 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.
Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
Potential requirement to work in a 24/7 environment

What it takes:

5-8 years previous experience working within a technical support/customer support environment
University/College degree within a related discipline or equivalent work experience
Solid foundation working with:
Windows OS, Apple iOS and Google Android
Enterprise client/server and mobile development software
SQL databases
Report Design tools
Working knowledge of Team Developer (SQLWindows), SQLBase, Report Builder

Shift timings: 11.30AM to 8.30PM IST

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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