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Sr. Technical Support Specialist_Analytics

Req id:  9336

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.  

 

The Opportunity:

Provides accurate, timely technical support to Open Text Analytics Software developers, system administrators and other technical contacts primarily via the telephone and E-mail. The Specialist will deal with support issues that are complex in nature, carry differing priorities and must be addressed within predetermined service levels, so the Specialist must be adept at balancing multiple priorities. The callers will expect enterprise-level support, therefore the Specialist will need to be well-versed technically, and fully understand customer service concepts. Other objectives are to cooperate with other Customer Support Product Specialists in carrying out their day-to-day duties, and represent Open Text Actuate Software in a visibly supportive manner.  

 

What it takes:

  • Research, resolve, and record all levels of software questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.  

  • Perform Support primarily via the telephone and E-mail.  

  • Answering all incoming support calls six or more hours per day.  

  • Provide Support within Actuate Software's stated service level goals.  

  • Record and maintain knowledge collected from each incident in accordance with the standard format.  

  • Work with Engineering and QA to aid in the resolution of product issues.  

  • Participate in the testing of new and enhanced products.  

  • Participate in the QA process by validating and reporting bugs reported by customers.  

  • Write technical documents (i.e. FAQ's, Application Briefs, etc.) both for the corporate Web site and for publication on hard copy.  

  • Participate in Team Meetings.  

  • Assist in the attainment of Department and Company goals.  

  • Special Projects as assigned by Management. Examples would be helping to implement and maintain the Actuate Software knowledgebase, training new Specialists, participating in group training, etc.  

  • Managing projects in a supportive and helpful manner while meeting deadlines.  

 

You are great at:

  • 1+ years in a Customer Support -related position, preferably in a high-tech industry.  

  • Four-year degree (or equivalent work experience) preferably in Computer Science.  

  • Demonstrated strong oral, written, and interpersonal skills.  

  • Ability to solve problems systematically and effectively, while ensuring the highest customer satisfaction and staying within the stated service level goals.  

  • A proven ability to interface with customers (both on the phone and in person) in a support role. 

  • Microsoft Windows (Operating System and Networking), UNIX/Linux (Operating System and Scripting)  

  • Internet Expertise (including knowledge of browsers, Web servers, proxy servers, Javascript and firewalls)  

  • Knowledge of relational databases and data modeling. Proficient in data manipulation (Excel, SQL)  

  • Familiarity with integrated development environments such as Eclipse  

  • Experience with BIRT (Business Intelligence Reporting Tools) and other Actuate technologies a plus  

  • HTTP/REST 

  • TCP/IP  

  • Directory Services (LDAP, Active Directory) 

  • Knowledge of object-oriented methodologies and approaches (Java is a plus).

 

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 »