ENABLING THE DIGITAL WORLD
OpenText enables the digital world as the global leader in Enterprise Information Management, both on premises or in the cloud. We embrace all things digital and are committed to being the Best Place to Work for our Employees in over 140 locations around the world.
We obsess over our customers to ensure they are wildly successful in embracing the Digital World. Our customers entrust us with their most important information, we need to be their most trusted partner. What we do, we do well. What we create, we do purposefully to impact the world. If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.
Provides accurate, timely technical support to Open Text Actuate Software customers developers, system administrators and other technical contacts primarily via the telephone and E-mail. The Engineer Specialist will deal with support issues that are complex in nature, carry differing priorities and must be addressed within predetermined service levels, so the Engineer Specialist must be adept at balancing multiple priorities. In addition, the Customer Support Engineer will be handling pre-sales support calls, so must have an orientation toward sales as well. The callers will expect enterprise-level support, therefore the Engineer Specialist will need to be well-versed technically, and fully understand customer service concepts. Other objectives are to contribute to the development of the automated, self-help tools; to collect and report upon information gathered from incidents; and to interface with Sales, Marketing, QA/Test and others as necessary. In addition, a Customer Support Engineer will carry out projects as assigned by the management staff, cooperate with other Customer Support Product Engineer Specialists in carrying out their day-to-day duties, and represent Open Text Actuate Software in a visibly supportive manner.
You are great at:
•Researching, resolving, and recording all levels of software questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.
•Performing Support primarily via the telephone and E-mail.
•Answering all incoming support calls six or more hours per day.
•Providing Support within Actuate Software's stated service level goals.
•Recording and maintaining knowledge collected from each incident in accordance with the standard format.
•Working with Engineering and QA to aid in the resolution of product issues.
•Participating in the testing of new and enhanced products.
•Participating in the QA process by validating and reporting bugs reported by customers.
•Writing technical documents (i.e. FAQ's, Application Briefs, etc.) both for the corporate Web site and for publication on hard copy.
•Participating in Team Meetings.
•Assisting in the attainment of Department and Company goals.
•Doing special projects as assigned by Management. Examples would be helping to implement and maintain the Actuate Software knowledgebase, training new CSE'sSpecialists, participating in group training, etc.
•Managing projects in a supportive and helpful manner while meeting deadlines.
What it takes:
•1+ years in a Customer Support -related position, preferably in a high-tech industry.
•Four-year degree (or equivalent work experience) preferably in Computer Science.
•Demonstrated strong oral, written, and interpersonal skills.
•Ability to solve problems systematically and effectively, while ensuring the highest customer satisfaction and staying within the stated service level goals.
•A proven ability to interface with customers (both on the phone and in person) in a support role.
•Strong technical skills:
•Microsoft Windows (Operating System and Networking), UNIX/Linux (Operating System and Scripting)
•Knowledge of relational databases and data modeling. Proficient in data manipulation (Excel, SQL)
•Familiarity with integrated development environments such as Eclipse
•Experience with BIRT (Business Intelligence Reporting Tools) and other Actuate technologies a plus
•Directory Services (LDAP, Active Directory)
•Knowledge of object-oriented methodologies and approaches (Java is a plus).
•Flexibility in completing assignments.
•Ability to work on several tasks simultaneously while accomplishing desired results.
•Ability to communicate well in all situations.
•Understanding of general business and can work well with little guidance in a very dynamic atmosphere.
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 firstname.lastname@example.org