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Sr. Technical Support Specialist

Req id:  5117

Cork, C, IE

 

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:

 

OpenText is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical support in a challenging and rewarding environment.

As Technical Support Specialist, you will be joining a team that provides world class technical support to a variety of enterprise customers, working across business units to ensure that customer satisfaction is met in every form, prioritising, analysing and solving complex support issues across our enterprise customer base.

 

You are great at:

 

  • Demonstrating strong customer focus and empathy.
  • Facilitating the resolution of complex technical issues in all areas of assigned OpenText software products by analysing logs, researching issues, debugging scripts, or recreating in house.
  • Meet established service delivery guidelines such as customer satisfaction, phone-based activities, resolution, schedule adherence, case documentation and case wellness.
  • Promoting an effective team environment through mentoring and sharing professional / technical knowledge with team members, providing guidance, and assisting in the coordination of work.
  • Representing OpenText and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding resolutions to presented technical problems.
  • Identifying and reporting software defects and customer suggestions to appropriate responsible groups.
  • Authoring and updating Product Knowledge Base articles.
  • Collaborating on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
  • Committing to continuous learning in an effort to keep current with industry changes.
  • Other duties and projects as assigned by management.

 

What it takes:

 

  • Experience in customer support and a bachelor’s degree in computer related fields or equivalent experience
  • Strong functional expertise supporting enterprise software products
  • Strong desire to provide exceptional customer support efficiently with a focus on first call resolution
  • Proven experience working in an environment that is ever growing and changing
  • Strong ability to multi-task and prioritize work effectively
  • Positive attitude, patience, understanding, dedication, and commitment
  • Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge
  • Superior oral and written communication skills in English
  • Solid foundation working with Windows and Linux OS and environments
  • Strong desire to provide exceptional technical support efficiently with a high focus on first call resolution.
  • Proven experience working in a fluid environment that is ever growing and changing.

 

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


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »