Sr. Technical Support Specialist - Content Server/Sharepoint

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:

Sr. Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective.  Our Sr. Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as you’ll work on unique customer issues to provide resolutions.

You are Great at:

• Represent OpenText acting as first point of contact for all technical support inquiries
• Incident management and collaboration with other teams while adhering to SLA’s and KPI’s
• Utilize exceptional written and verbal communication skills while supporting customers 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
• Collaborate with various stakeholders to act as a trusted customer advocate
• Manage Escalations and work with Escalation Manager as a point of contact

What it Takes:

• 5 - 8 years of prior experience working on relevant technologies
• Focused on scoping problems and strong troubleshooting ability
• University/College degree within a related discipline or equivalent work experience
• Willingness to work in shifts during weekdays and on-call during weekends
• 3+ years of Content Server concepts, Content Server troubleshooting,
• Integration with Enterprise Connect
• OS - Win/Linux - OS fundamentals, Troubleshooting fundamentals, Logs
• DB - MS SQL, Oracle -  Write basic queries
• WebServers - IIS/Apache Tomcat

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.