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Associate Technical Support Specialist

Req id:  11009

Hyderabad, TG, IN

 

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. 

 

 

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

The Technical Support Specialist is a technical role in a high performance, motivated team responsible for investigation and resolution of customer issues on one or more products. A Technical Support Specialist is desired to work on all kind of (technical) issues.  To understand the issue fully, analyze the behavior, propose workarounds/solutions, and ensure customer satisfaction is met on-time with quality resolutions, while keeping both business interests and customer satisfaction at the core. The role also requires cross-functional interaction with Engineering and Professional Services.

 

A Technical Support Specialist will be required to work in multiple Shifts and also could be engaged in on-call during weekends on a rotational basis throughout the year.

 

You are expected to be great at

 

Responsibilities

 

  • Work on medium to complex customer issues and with Escalation Management as & when needed,
  • Work towards achieving individual and overall Global Technical Support (GTS) Initiatives & Goals,
  • Authoring Technical Documents (Knowledge Articles, or KBAs) & Champion Toolkits that will create self-serve knowledge base
  • Mentor new engineers on both technical and process aspects, conduct KT sessions as applicable
  • Take initiatives in team building & development activities

What it takes

Skills required

  • Technical skillset required:
      •    Proficiency in Operating Systems – Windows, Linux
      •    Troubleshooting and Debugging Skills
      •    Log Analysis
      •    KCS Knowledge and experience in creating KB documents
      •    Basic Knowledge of Cloud Computing and Cloud applications
      •    Basic knowledge /Understanding of OTDS
      •    Basic knowledge /Understanding of Networks and Protocols (HTTP/HTTPS etc.)

 

 

  • Proficiency
      •    Debug and Troubleshoot technical issues specific to different customer environments
      •    Identify and resolve issues via telephone & written communication, aligning to OpenText policies and procedures
      •    Orientation to analytical problem solving, specifically identify problems & solutions
      •    Organize, relate and compare info & data from different sources
      •    Identify & propose solutions
      •    Excellent Communication Skills, written and verbal, including poise in pressure situations
      •    Ability to work with geographically distributed/extended team
      •    Ability to guide the rest of the team for simple/informational issues
      •    Reporting bugs and feature requests
      •    Validation/Testing of customer issues

 

  • Experience requirements
      •    1-2 years of professional experience
      •    Customer Support experience on a technical support environment

 

At OpenText we understand and value diversity in our employees and we are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. We draw on our diversity and collective genius as we continue to shape a better future for our customers and be the Best Place to Work for our employees- nothing is off the table at OpenText.

 

 

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


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 »