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Technical Support Specialist

Req id:  22921

Salt Lake City, UT, US

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:

 

Our Technical Analyst position offers you an opportunity to learn exciting technologies which would enable you to support our customers. Critical thinking is something that you’ll leverage on an ongoing basis as each customer's situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

 

You are great at:

 

  • Representing OpenText acting as the first point of contact for all technical inquiries regarding ECM and its integration into external environments.
  • Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
  • Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
  • Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
  • Act as a key point of contact for customer follow-up and incident management, while maintaining updates and resolution.
  • Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
  • Contributing to the knowledge base by authoring and editing articles to share current information with team members.
  • Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

 

What it takes:

 

  • 1-2 years previous experience working within a technically focused environment
  • Focused on scoping problems and strong troubleshooting ability
  • University/College degree within a related discipline or equivalent work experience
  • Any combination of the following skills or knowledge is a must:
    • Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
    • Programming/scripting experience (ie. SQL, Java, JSP, JavaScript) an advantage.
    • Experience working with relational DBMS (Oracle, MS SQL Server, MySQL).
  • As a 24x7x365 organization, shift work, holidays, and on-call responsibilities may be required.
  • Strong desire to provide exceptional technical support efficiently with a high focus on first call resolution.
  • Proven experience working in a fluid environment that is ever growing and changing.
  • Experience working with xPression and Web Application Servers (i.e. Websphere, Weblogic, Tomcat, JBoss) is an asset.  

 

 

While OpenText is an Equal Opportunity Employer, our 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.

 

Additionally, OpenText, as a proud US Federal Government contractor, is subject to Executive Order 14042 requiring all US employees (in office or virtual) be fully vaccinated by January 4, 2022. New employees joining OpenText will be required to provide proof of vaccination prior to joining or be approved for a medical or religious exemptions. If you believe you qualify for an exemption you can request the exemption form at accommodationrequests@opentext.com


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 potential. Become an OpenText Navigator.


Nearest Major Market: Salt Lake City

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