Sr. Technical Support Specialist

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:

We are looking for responsible, technology savvy and trustworthy individuals to join OpenText Global Technical Support. As part of the APAC Technical Support Team, you will perform a variety of professional duties around providing technical support to internal, partner, and external customer contacts within the APAC region.  

You must be a self-starter with excellent verbal and written communication and organizational skills and the ability to multi-task and work under deadlines. Advanced problem analysis, customer support skills, and previous work experience in enterprise information systems is must. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues.  Identifies and provides resolutions to a diverse range of complex technical problems.  Mentors others in providing validated technical information, support process instructions and special support requirements.  Identifies, records, and works with management to proactively revise current procedures and tools to improve customer satisfaction.  May need to engage or escalate to more senior resources to resolve more complex issues.

You are great at:

• Handle support calls and emails from OpenText customers, partners, and internal resources (e.g. consultants)
• Utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action
• Takes responsibility for delivery of own goals and accepts ownership of his/her part in the delivery of department goals. Makes and drives the delivery of own department’s commitments. Follows through on issues that need resolution and understands and utilizes appropriate escalation. Is trusted to maintain confidentiality of critical information
• Will take on extra responsibility and non-routine assignments. Makes and meets commitments. Follows through on issues that need resolution even when outside area of responsibility
• Effectively communicates procedural and routine technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a “closed-loop” communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution with Technical Support Departments and, as appropriate, to customers. May provide documentation and direct feedback to Account Managers, Sales and other OpenText Technical Support co-workers as appropriate
• Escalate customer issues to OpenText escalation and engineering teams as necessary and ensure fixes and patches are delivered to customers in a timely manner
• Work closely with OpenText product development team to ensure quality product delivery, supportability, and maintenance
• Participate in the maintenance of OpenText online support resources, such as knowledge bases, tutorials, and technical articles, whitepapers etc.
• Provide technical input for external communications

What it takes:

• Proficient in Korean\Thai language – written and spoken
• 3+ plus years of similar or relevant experience or demonstrated ability
• Strong functional expertise with Enterprise products
• Strong application Server experience, deploying application and supporting them, such as Tomcat, IIS
• Application Server experience, deploying application and supporting them, such as Tomcat, IIS
• Proven success in a Customer Service role
• Seen as an advisor/expert in a technical/functional capacity
• Bachelor’s degree in an IT or Engineering discipline - or equivalent experience

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.