Description:
Our Sr. Technical Support Specialist position offers you an opportunity to learn exciting technologies which would enable you to support our clients. Critical thinking is something that you’ll leverage on an ongoing basis as each clients situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.
What The Role Offers
- Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
- Utilizing exceptional written and verbal communication skills while supporting clients via telephone or email, while demonstrating a high level of client focus and empathy
- Meet established service delivery guidelines and key performance indicators that are measured through client satisfaction surveys, phone-based activities, and schedule adherence.
- Show an understanding of the client environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
- Act as a key point of contact for client follow up and incident management, while maintaining updates and resolution.
- Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and client suggestions.
- Contributing to the knowledge base by authoring and editing articles to share current information with team members.
- Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
What Do You Need To Succeed
- 3-5 years previous experience working within a technically focused environment
- Focused on scoping problems and strong troubleshooting ability
- University/College degree within a related discipline or equivalent work experience
- Any combination of the following skills or knowledge is a must:
- Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
- Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS) -
- Experience working with relational DBMS (Oracle, MS SQL Server) -
- Understanding of Networking principles and Active directory
- As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.