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Technical Support Specialist

Req id:  5646

Hyderabad, TG, IN

 

OPENTEXT - THE INFORMATION COMPANY

 

Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

 

 

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.

 

You are great at

  • 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

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

 

 

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 »