Technical Support Analyst

Ref#: 20033

Function: Technical Support

Location: Brazil, Sao Paulo

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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. #LI-POST

The opportunity:

The Support Technician will Provide support to OpenText customers within agility and quality levels. Your role will center around receiving customer contact by phone or e-mail, handling the ticket on its entire lifecycle (opening, analysis, solution, customer feedback and closure).

You are great at:

Provide customer support related to OpenText services issues or requests.

Record 100% of calls and e-mails on the ticket system, follow up with the customers until the issue is resolved or the request is fulfilled.

Solve customer issues and clarify customer doubts within the SLA limit.

Reduce to the minimum possible number the total amount of tickets closed after the SLA limit (backlog).

Send tickets to other teams to address the solution when it isn`t possible to be done by the support team.

Give continuous feedback to the customer related to the ticket status until it is closed.

Suggest improvements on support processes and procedures.

Follow up group and individual indicators and contribute to continuous improvement of those indicators.

Perform troubleshooting of complex issues and incidents, interacting along with global areas when it is needed.

What it takes:

Solid Knowledge of:

Service Desk, incident and problem management;
Change, release and configuration management;
Capacity, availability and service level management;
Linux OS (structure and navigation);
Network (Telnet, Ping);
Windows (Configuration, permission etc);
Microsoft Office (Outlook, Word, Excel);
Communication protocols (FTP, SFTP, AS2);
Batch scripts - command;
EDI transactions (File layout, business rules);

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

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