Sr. Technical Support Specialist
- Opentext
- 5 - 8 years
- Bengaluru
- 5 months ago
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Job Description
Your Impact: Sr. Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products, addressing the customers concerns not just at a technical level but also from a customer service perspective. Our Sr. Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as youll work on unique customer issues to provide resolutions.
What the role offers:
Represent OpenText acting as first point of contact for all technical support inquiries Incident management and collaboration with other teams while adhering to SLAs and KPIs.Utilize exceptional written and verbal communication skills while supporting customers 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 .Collaborate with various stakeholders to act as a trusted customer advocate .Manage Escalations and work with Escalation Manager as a point of contact .
What you need to Succeed:
- 5 - 8 years of prior experience working on relevant technologies .
- 3+ years of hands-on experience working on OpenText Exstream or OpenText xPression.
- Ability to understand product integration with 3rd party applications in complex environments
- 3+ years previous experience working within a technical support environment
- Strong problem-solving and communication skills.
- Familiarity with document editing tools (e.g., Microsoft Word, Adobe Acrobat).
- Ability to learn and navigate enterprise software platforms.
- Basic understanding of customer communications and business document workflows.
- OS - Win/Linux - OS fundamentals,
- Troubleshooting fundamentals, Logs
- DB - MS SQL, Oracle - Write basic queries
- Experience working with Web Application Servers (i.e. Tomcat, NGINX)
- Programming/Scripting Experience (i.e. Java, JavaScript)
- Containerisation knowledge
- Web Technologies & API basics
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: OpentextLocation(s): Bengaluru
Keyskills: apache tomcat javascript java opentext exstream linux oracle nginx customer service customer focus weblogic application server sql server sql application server technical support incident management troubleshooting adobe acrobat api db
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