Support Technician

Ref#: 20370

Function: Technical Support

Location: Brazil, Sao Paulo

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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. 

The opportunity:

Provide support to Open Text customer whitin agility and quality levels. Receive customer contact by phone or e-mail, handle the ticketon its entire lifecycle (open, analysis, solution, customer feedback and closure).

You are great at:

Provide customer suport related to Open Texto services issues or requests.

Record 100% of calls and e-mails on the ticket system, follow up with the customer until the issue is solved or the request is fulfilled.

Solve customer issues and clarify customer doubts whitin the SLA limit.

Reduce to the minimum possible number the total amount of tickets closed after the SLA limit (backlog).

Sent ticket to other teams to address the solution when it isn`t possible to be done bu the support team.

Give continually feedback to the customer related to the ticket status until it is closed.

Suggest improvements on support processes and procedures.

Follow up group and individual indicators and contribute to continuous improvement of those indicators.

Perform troubleshooting of complex issues and incidents, interacting along with global areas when it is needed.

Propose improvements on support processed and suggest inclusion of new procedures and documents on the knowledge base

What it takes:

Tempo / tipo de experincia: 1 years.
Conhecimentos necessrios: Refer to technical skills.
Grau Escolaridade / cursos: 75% to 100% of graduation (information technology related course) completed.
Idiomas: Portuguese

Intermediate Knowledge:

o TIE (Installation, errors and solutions);
o Portals (Sructure, errors and solutions);
o MS (data tracking);
o Corban.

Solid Knowledge:
o TGMS;
o IE/IEFE;
o ICNet (Access and TP configuration);
o Open Services (file and table query);
o TGO (Access configuration);
o DTM (Installation, erros and solutions)
o EDI Mercantil (Installation, erros and solutions);
o Support Flow (Support, OPS and OS groups)
o Escalation process.

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

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