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Manager, Technical Support

Req id:  19586

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.  

 

 

Technical Support Manager

 

The opportunity:

Reporting to a Sr. Manager /Director - Customer Support, the primary responsibility of this position is to oversee the operations of some of the Support teams, supporting OpenText Enterprise products for supporting Global customers. This includes managing the team managers and team members, prioritizing and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.

 

Job Description:

Technical Support Manager is a critical role, enabling the business unit to work most effectively with internal and external stakeholders in a hyper-growth environment.  This is a facilitative role that requires a combination of focus and flexibility, as well as a willingness to play an active, behind-the-scenes role. The role requires a highly resourceful individual with strong emotional intelligence, self-motivation, integrity, and a willingness to put the company’s interest above all else.

 

Primary Responsibilities:

  • Representing OpenText acting as first point of contact for technical inquiries within the enterprise space specific to some of OpenText's software solutions.
  • Deliver results under tight deadlines, without sacrificing a high standard of quality and detail.
  • Working with GTS customers and driving proactive support solutions. Focused on avoiding problems before they happen.
  • Mentor Customer Support team both in office and remote.
  • Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers appraised of the progress.
  • Develop or work with standard operating procedures for the Open Text GTS team.
  • Participate in Human Resource activities such as hiring, performance management, training, etc.
  • To keep GTS India COE Senior Management advised of all problems and potential problems.
  • To provide leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text.
  • Review periodically case volume, alert the system if volume spikes by certain agreed threshold limit and work with Business Service Delivery leaders  on the observations to create a plan to arrest in timely manner
  • Put together Weekly, Monthly and Quarterly business review to go over the business KPI performance, Action plan and track improvements

 

Skills Required:

  • Innovative mindset to make recommendations towards finding creative solutions.
  • Ability to establish and maintain strong relationships with a variety of internal and external roles, from technical contributors to senior management
  • Excellent written and verbal communication skills
  • Strong negotiation and objection handling skills
  • Ability to effectively manage crisis situations
  • Ability to manage customer expectations clearly, concisely, and in summary format
  • Ability to effectively identify and manage a list of issues from inception to resolution
  • Understanding of cross-functional relationships and processes critical to driving issue resolution

Experience Required:

Ideal candidates will have at least 10-12 years of experience in Enterprise Customer Relationship, Escalation Management and/or Account Management, plus one or more of the following areas:

  • Graduate or higher qualification
  • Experience working on OT Products will be an advantage
  • Willing to work in 24*7 Shift (added with on-call responsibilities as needed)
  • Technical Support Services delivery
  • Technical Customer Success Management
  • Experience working with relational DBMS (MS SQL Server to be specific)
  • Good at Excel and PPT
  • Knowledge on Enterprise Technologies

 

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

 

 

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.

Join OpenText today.

Apply now »