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Sr. Technical Support Specialist

Req id:  20286

Tucson, AZ, 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:

 

This position serves the role of technical consultant and single point of contact for specific RightFax TechConnect customers for the Fax and Document Distribution product lines including RightFax and Alchemy.  Technical Consultants will become familiar with all operations related to the delivery of TechConnect Support and provide consistent, high-quality program delivery to all TechConnect Support customers.  This role requires the individual to provide solutions to issues in complex environments and escalate problems involving broad in-depth OpenText product, operating system, hardware, network, and database knowledge.  This role requires availability and flexibility to accommodate our customers 24X7. 

 

 

You are great at:

 

  • Troubleshooting of customer issues with Fax and Document Distribution solutions specifically RightFax and Alchemy and other OpenText products in a timely manner via telephone, email and where necessary remote access or onsite support.
  • Testing of RightFax and Alchemy software issues within the various environments for validation and solution purposes.
  • Clear and detailed written documentation of all customer issues and interactions within the company database(s), including action plans for resolving outstanding issues, as required.
  • Strong interaction and collaboration with OpenText departments and customer IT teams in troubleshooting and progressing issues.
  • Become familiar with all of a customer’s OpenText product-related business and technical operations.
  • Work closely with Program Managers to proactively provide customers with the guidance and support needed to maximize their OpenText product investment. 
  • Support customers with implementing and/or improving the required level of OpenText product service management processes as defined within the ITIL framework for service delivery processes.
  • Manage delicate customer relationships.
  • Serve as a point of escalation and pass along knowledge to customer’s first and second-line support teams.
  • To keep the customer apprised of any relevant information, such as technical tips, product bulletins, or product updates.
  • Reporting software bugs and customer suggestions.

 

 

What It Takes:
 

  • Maintaining quality service delivery and tracking
  • Customer support experience in a technical support environment of at least 2 years.
  • Excellent interpersonal and listening skills in a challenging, real-time, telephone support environment.
  • Excellent phone and written communication skills required
  • Excellent problem solving, and organizational skills required
  • Excellent RightFax product skills required
  • An depth understanding of RightFax Connect required
  • Familiarity with Alchemy is a plus
  • Familiarity with SQL Scripting is a plus
  • Understanding of load balancing and monitoring
  • Understanding of telephony infrastructure
  • Excellent Microsoft Operating Systems and TCP/IP networking skills are required.
  • Excellent knowledge of Exchange, Lotus Notes, and SMTP / POP3 services
  • Experience in installing, configuring, and troubleshooting IIS
  • General understanding of programming is important (reviewing RF source code)
  • Travel: 10% of the time
  • Professional Services consulting experience is desirable
  • The position requires a bachelor’s degree or equivalent work 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 accomodationrequests@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.

Join OpenText today.


Nearest Major Market: Tucson

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