Technical Support Specialist
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.