Function: Technical Support
Location: Ireland, CorkApply Now
OpenText(OTEX), a global leader in Enterprise Information Management (EIM) is currently seeking a friendly and highly skilled Customer Support Analyst to provide enterprise-level support to our vast customer base. This technician must be able to provide support via phone, web, email, chat, and other channels as needed. Excellence in customer service skills is a must. A background in IT support or engineering is also required. We are looking for a self-motivated person who is willing to take ownership of customer issues reported and see those problems through to resolution. Ideal candidates will be comfortable researching, diagnosing, troubleshooting, and identifying solutions to resolve any issues presented. They must also be able to follow standard procedures for proper handoff of unresolvable issues to the appropriate internal teams to maximize customer satisfaction.
You are great at:
Must possess moderately strong analysis & troubleshooting skills, excellent communication skills are required, both written and verbal. Expertise within the product offering and the environments they operate. They must possess and display an understanding of application functionality, relational database architecture, operating systems, and communication protocols.
What it takes:
Provides technical support responding to case service levels, effectively troubleshooting software issues, providing issue resolution, and customer notification. Recreates customer issues & escalates to appropriate level.
Actively participates in self-improvement, process, and technology training programs.
Continually strives to expand comprehension of troubleshooting methodologies, application functionality, N-tier architecture, relational database architecture, and operating systems, as applicable.
Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers.
Submit and provide new content to knowledge base
Provides internal training sessions and cross-train other team members in area of product expertise
Participate in documentation and product review process for new product introductions
May provide technical training for new and existing products within technical area
Perform other/additional duties and projects that may be periodically assigned.
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.