Function: Technical Support
Location: US, OH, Brook ParkApply Now Connect with LinkedIn Connect with Xing
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Open Text is seeking a Technical Support Lead. Technical Support Lead is an intermediate Level 2/3 technical support position. TSL’s are responsible for numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondences (both electronic and phone) as well as deep dive investigation of issues stemming from production failures.
The TSL is the point of contact for their designated shift and responsible for ensuring processes are being followed.
Must possess strong analysis & troubleshooting skills, excellent communication skills are required, both written and verbal. Experience in a rapid pace environment with willingness to undertake new challenges.
You are great at:
Point of contact for designated shift (3rd shift: 12:00am - 8:30am EST)
Establish relationships with customer teams to ensure customer needs and experience is achieved.
Strong analysis & troubleshooting skills, excellent communication skills are required, both written and verbal.
Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers.
Submit product defect/change requests to development.
Perform other/additional duties and projects that will be assigned related to internal efficiencies and team optimization.
What it takes:
Possesses extensive knowledge in UNIX/Linux.
Possesses knowledge in Communication protocols
Possess technical background in related field
Ability to multitask and coordinate with internal resources during major incidents and/or high severity situations
Must have experience in fast paced support environment
Associate or Bachelor Degree in Technical related field or Industry equivalent experience (preferred)
Must have experience in customer support
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 firstname.lastname@example.org. 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