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The OpenText Connectivity technical team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the Connectivity suite of solutions within complex customer environments, while suggesting techniques and tools for application development.
The successful candidate will be working in a highly functioning team consisting of Technical Analysts, Senior Technical Analysts and Principal Technical Analysts that work effectively together to reach a common goal.
You are great at:
Representing OpenText acting as first point of contact for all technical inquiries regarding Connectivity solutions and its integration into external environments.
Utilizing exceptional written and verbal communication skills while supporting customers via telephone, email or web, while demonstrating a high level of customer focus and empathy
Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.
Demonstrate an understanding of the products and customer environments to resolve complex technical issues or suggest alternative options, which may not be related to OpenText products directly.
Act as a key point of contact for customer follow up and incident management, while maintaining and documenting the customer relation management system with updates and resolution.
Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
Contributing to the knowledge base by authoring and editing articles to share current information with team members.
Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
Work under general supervision where results are reviewed periodically and adhere to established policies and procedures such as seeking approval on matters outside of job or role.
What it takes:
2+ years previous experience working within a technical support environment
University/College degree within a related discipline or equivalent work experience
Proficient in Windows OS, MAC OS X, and Unix/Linux operating systems
Previous experience working with web application servers (i.e. Apache Tomcat, MS IIS)
Basic knowledge and understanding of relational management systems (i.e. SQL)
Experience working with virtual environments is an asset
AS400 skill an asset
Programming/scripting skills is helpful (i.e. VB, JSP)
Possess knowledge of networking and firewall concepts
Service oriented with a strong desire to provide exceptional customer support efficiently with a high focus on call resolution
Proven experience working in a fluid environment that is ever growing and changing
Strong ability to multi-task and prioritize work effectively to accomplish desired results
Positive attitude, patience, understanding, dedication and commitment
Strong attention to detail, the ability to grasp concepts quickly, and a thirst for knowledge
Ability to learn new technologies quickly, to work independently and strategically, and to utilize resources efficiently to solve cases systematically and effectively while ensuring the highest customer satisfaction and staying within the stated service level goals
Work hours will vary and may include some evenings and holiday and potential requirement to work in a 24/7 environment
Shift timings- 5.30PM to 2.30AM IST
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.