Premium Support Engineer

at  OpenText

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

• Be the customer’s single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your customer’s environment
• Implementation& establish a strong trusted working relationship with customers.
• Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently
• Provide timely updates on open incidents& coordinate with other OpenText experts as needed to expedite timely resolution.
• Identify and recommend best practices to help our customers minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments& offer technical support mentoring to increase the customer’s knowledge.
• Understand the operational profile of your customer’s environment to improve the support and guidance that OpenText delivers.
• Act as a strategic partner in developing plans to proactively improve and maintain the customer’s software investment.
• Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc..