Technical Support Specialist

OPENTEXT - THE INFORMATION COMPANY

Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

The Opportunity:

TSEs are responsible to independently diagnose and resolve complex enterprise customer needs involving unique systems, environments and related operational issues. Support requests/tickets from Enterprise Customers / Partners / OT employees will be received via Customer Support Representatives (CSRs) through OT MySupport portal / Voice initiated technical calls / Email / Chat. TSEs work closely with cross functional teams (such as Engineering, Professional Services, Account Renewals & Product Management) to resolve any/all customer needs. Acts as a remote customer advocate and analyst, understanding Customer issues / queries and providing relevant information / resolution aimed at meeting and exceeding Customer expectations. Innovates / Identifies areas of improvement either in the process / tools-used / product, proactively taking it up with respective stake holders, to go up the value chain.

You are great at:

• Operating System - Windows Server and Linux OS essentials
• Programming - Java Basics
• Web Server - Apache Tomcat working knowledge
• Scripting - XML and JavaScript  basic
• Database - Oracle, MS SQL and My SQL  basic knowledge  

What it takes:

• Min 3years of experience into Liquidoffice/PowerDocs
• Very important since our suites are pretty complex and documentation / training sometimes is lacking clarity / completeness. A successful Product  Specialist will be able to navigate his/her way around the product, the customer’s problem and the different technologies involved in order to narrow down a possible solution.
•    Ability to convey a clear message with technical instructions, to acknowledge customer’s frustration or urgency, to state expectations in terms of action owner and timeframe
•    Ability to work under pressure, with constant interruptions and changing priorities / urgency
•    Understand customer’s needs, set clear expectations, keep commitments, be aware when things get too hot and act consequently
•    Good team player, able to work in a team environment across different time zones / shifts

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