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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 EngineerSpecialist 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:
Research, resolve, and record all levels of software questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.
Perform Support primarily via the telephone and E-mail.
Answering all incoming support calls six or more hours per day.
Provide Support within Actuate Software's stated service level goals.
Record and maintain knowledge collected from each incident in accordance with the standard format.
Work with Engineering and QA to aid in the resolution of product issues.
Participate in the testing of new and enhanced products.
Participate in the QA process by validating and reporting bugs reported by customers.
Write technical documents (i.e. FAQ's, Application Briefs, etc.) both for the corporate Web site and for publication on hard copy.
Participate in Team Meetings.
Assist in the attainment of Department and Company goals.
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.
Other duties as required, some travel may be required.
What it takes:
Experience in a Customer Support -related position, preferably in a high-tech industry.
Four-year degree (or equivalent work experience) preferably in Computer Science.
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.
Fluent in Spanish.
Strong technical skills, including but not limited to:
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.
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.