Technical Support Specialist

Ref#: 24838

Function: Technical Support

Location: US, GA, Alpharetta

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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. 

The opportunity:

The Technical Support Specialist serves as the customer contact for questions on usage, functionality and problems encountered with OpenText Business Network products and services.

You are great at:

•Responsible for providing technical support to OpenText customers via phone and/or electronic format for various OpenText products and services.
•Ability to diagnose and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of OpenText Business Network products within the established guidelines.
•The Technical Support Specialist must be able to effectively communicate technical solution to a customer who may or may not be Telecommunication savvy and professionally handle high volumes of customer inquiries.
•The Technical Support Specialist must be able to deliver the technical solutions to the customer within the set goals for Response Times, Resolution Times, Customer Satisfaction and First Contact Resolution etc.
•Display end-to-end case ownership, from the time the problem is reported until the resolution is delivered to the customer
•When necessary, the technical support specialist needs to work with internal OpenText teams to satisfy the customer’s needs
•Adhere to the internal business processes set by the leadership team.
•Effectively own and/or coordinate service requests, for issues outside their scope, with other teams until closure.
•Performs related work and special projects as required.
•Mentor and train associate and intermediate level Technical Support Specialists with the specified account information.
•Identify product defects or enhancements and work with the Advanced Resolution group for resolution.
•Must have a detailed understanding of all OpenText Business Network products and service offerings within the environment they operate. Expected to maintain technical proficiency and knowledge of company products and continually strive to improve.
•Responsible in handling customer escalation as required

What it takes:

•College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non IT related courses, a strong technical aptitude is required.
•Minimum of 5 years related customer service experience
•Must demonstrate very good problem solving, analytical and organizational skills
•Detailed understanding of Windows and Linux Operating Systems & Services
•Must demonstrated detailed troubleshooting schedules for identification and remediation of operating system faults.
•Must be able to work the night shift, shift rotation, (when necessary)
•Must be able to exhibit OpenText core values and beliefs
•Must be able to work under pressure
•Has high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions
•Lead and drive corporate project/initiatives.
•Must be able to work with all levels of management.
•Ability to run excel reports, pivots tables and charts.

At OpenText we understand and value diversity in our employees and 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. If you require accommodation at any time during the recruitment process please email Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity  and Employee Polygraph Protection Act

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