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Technical Support Specialist

Req id:  2745

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:

 

We are looking for responsible, technology savvy and trustworthy individuals to join our Technical Support team. You will perform a variety of professional duties around providing technical support to internal, partner, and external customer contacts.  You must be a self-starter with excellent verbal and written communication and organizational skills and the ability to multi-task and work under deadlines. You have problem analysis, customer support skills, and preferably previous work experience in enterprise information systems. You use knowledge gained from prior job related experience to assess when and how to escalate to other resources within the organization. You identify, develop and implement problem resolutions and follow standard practices and procedures. You will be expected to develop and participate in solutions training and problem resolutions skills development.


You are Great at:

  • Handle support calls and emails from Opentext customers, partners, and internal resources (e.g. consultants)
  • Reproduce and perform in-depth analysis of customer issues to help determine causes, workarounds, and solutions
  • Collect diagnostic data and perform troubleshooting. Utilize a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.  Lead efforts in facilitating problem recreation.
  • Effectively communicate procedural and routine technical issues to internal and external customers in a fast paced and customer critical environment. Maintain a “closed-loop” communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution with Technical Support Departments and, as appropriate, to Customers.
  • May provide documentation and direct feedback to Account Managers, Sales and other Opentext Technical Support co-workers as appropriate.
  • Escalate customer issues to Subject Matter Experts (SMEs) and/or engineering teams as necessary and ensure fixes and patches are delivered to customers in a timely manner
  • Participate in the maintenance of Opentext online support resources, such as knowledge bases, tutorials, and technical articles, whitepapers etc.
  • As a 24x7x365 organization, shift work, holidays, weekends and on-call responsibilities may be required
  • Performs other duties as assigned.

 

What it takes:
 

  • Demonstrate good customer service skills, including organizational, interpersonal communication, and presentation skills.
  • Demonstrate ability to react quickly to interrupt driven workload and handle multiple tasks simultaneously.
  • Demonstrate the ability to work independently and as part of a team and good research/technical/troubleshooting skills.
  • Ability to support and communicate with customers over the phone or preferred communication method by customer.
  • Experience in OS administration (eg. Windows or Red Hat Linux) and troubleshooting
  • Some knowledge of relational databases (eg. Oracle or SQL*Server or MySQL or PostGres)
  • Understanding of Object Oriented Architecture, programming languages (preferably Java) or development technology (Java, XML, HTML, C++, HTML, SQL).
  • Some knowledge of Java Applications Servers (JBoss (Wildfly) or Tomcat or WebSphere).
  • Basic understanding of TCP/IP networks and applications.
  • Exposure to network sniffer tools (Fiddler, Charles, Wireshark, etc.) will be a plus
  • Internal candidates should demonstrate specific knowledge of Opentext Documentum products
  • Languages: European Language in addition to English is a plus, but not required


 

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 »