Support Technician

Ref#: 14647

Function: Technical Support

Location: Brazil, Sao Paulo

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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.


The Opportunity:
 
Provide support to Open Text customer whitin agility and quality levels. Receive customer contact by phone or e-mail, handle the ticket through its entire lifecycle (open, analysis, solution, customer feedback and closure).    

You are great at:
 
Giving continual feedback to the customer related to the ticket status until it is closed.
Sending ticket to other teams to address the solution when it isn`t possible to be done by the support team. Reducing the minimum possible number the total amount of tickets closed after the SLA limit (backlog). Solving customer issues and clarifying customer doubts whithin the SLA limit. Recording 100% of calls and e-mails on the ticket system and following up with the customer until the issue is solved or the request is fulfilled.Providing customer support related to OpenTex service issues or requests.

What it takes:

  • Minimum of 6 months and Maximum of 3 years on Service Desk, Help Desk or Support positions.
  • Minimum of least 25% of graduation (IT related courses) completed, degree preferred
  • Excellent oral and written communication skills, basic level communication skills in English required
  • Strong teamwork and self motivation skills and the ability to work under pressure

Basic Technical Skills Required:

o Linux OS (scripts and tables);

o Itil - Change, release and configuration management;

o Itil - capacity, availability and service level management;

o Itil - Service Desk, incident and problem management;

o EDI Mercantil (Installation, erros and solutions);

o Communication protocols (FTP, SFTP, AS2);


Intermediate Knowledge Required:

o Microsoft Office (Outlook, Word, Excel);

o Batch scripts – command;

o Programming logic.

o Network (Telnet, Ping);

o Windows (Configuration, permission etc);

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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