Production Support Specialist

Ref#: 28087

Function: Technical Support

Location: Ireland, Cork

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OPENTEXT - THE INFORMATION COMPANY

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 opportunity:

The OpenText SaaS Support Team is currently searching for a SaaS Production Support Specialist to support OT2 solutions deployed within the OpenText Cloud. The successful candidate will be a technically resourceful individual with the ability to provide exceptional customer support in a challenging and rewarding environment.

You will be joining a growing team that provides world class operational support to a variety of enterprise SaaS customers. You will be required to collaborate with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved.

You are great at:

The following tasks and responsibilities will be central to this role:

Handle support calls and emails from OPENTEXT SaaS customers

Cover Live chat on regular basis by providing quick guidance and assistance in real-time for customer.

Reproduce and perform in-depth analysis of customer issues to help determine causes, workarounds, and solutions

Collect diagnostic data and perform troubleshooting. Utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Account Managers, Sales and other OPENTEXT Technical Support co-workers as appropriate.

Effectively communicates procedural and routine technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a *closed-loop- communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution with Technical Support Departments and, as appropriate, to Customers.

Escalate customer issues to OPENTEXT escalation and engineering teams as necessary and ensure fixes and patches are delivered to customers SaaS environment in a timely manner

Participate in the maintenance of OPENTEXT online support resources, such as knowledge bases, tutorials, and technical articles, whitepapers etc.

Form part of a support team to guarantee 24x7x365 support to EMEA OPENTEXT customers

Required to be on-call on a weekly rotational basis, and shift work that may change as business dictates, holiday coverage will be required.

What it takes:

Experience delivering service within an ITIL based service delivery model.

Customer service skills, which include organizational, interpersonal communication, and presentation skills.

Demonstrate a strong sense of urgency and professionalism with the ability to react quickly to interrupt driven workload and handle multiple tasks simultaneously.

Must have the ability to work independently and as part of a team.

Knowledge with major software/hardware vendor support methodology and procedures.

Understanding of TCP/IP networks and applications. Understanding of Firewalls, Proxy Servers, Load Balancers and Portals.

Familiarity with Customer Service Technical Support and/or customer facing/orientated environments is preferred.

Language Skills Desirable

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

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