Sr. Technical Support Specialist

at  OpenText

Hiring Manager: Bobby Boyd
Talent Acquisition Advisor: Chitra Menon
Job Code Level: TEP3
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Your Impact
You will be joining a team that provides world class technical support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. The Technical Support Specialist will work support issues that are complex in nature and carry varying priority levels based on set standards.

• Resolving complex technical issues in all areas of assigned OpenText software products by analyzing logs, researching issues, debugging scripts or recreating problems in-house.
• Focusing on the customer experience and minimizing customer effort. Representing OpenText in customer communications via telephone, email, or using remote solutions (Teams, Skype, WebEx etc) to find resolutions to presented technical problems.
• Demonstrating curiosity and driving your own learning, pursuing new knowledge continuously to keep current with industry and product changes.
• Identifying and reporting software defects and feature requests.
• Authoring as well as update articles to contribute to our Product Knowledge Base.
• Ability to work independently with self-motivation, while also collaborating effectively on cross-team and cross-product technical issues, coordinating with resources from other teams as needed to resolve customer concerns
• Meeting established service delivery guidelines such as customer satisfaction, phone-based activities, resolution, schedule adherence, case documentation and case wellness.
• Other duties and projects as assigned by management.