Job Description :
The Opportunity
As a Technical Support Specialist, you will be using your technical skills and customer service exposure/abilities to provide second-line technical support for customers using OpenText products and add value to your profile and that of the organization.
You are great at

  • Identifying and resolving issues in accordance with the Service Levels agreed with the customer.
  • Manage customer expectations by documenting all communication using a support ticketing system.
  • Reporting software bugs and testing the solutions before delivering them to customers.
  • Authoring technical documents/articles and enriching OpenText Knowledge Center/Knowledge Base.
  • Work within the boundaries of OpenText policies and processes.

What it takes

  • Must have 3+ years of Industry experience
  • Excellent verbal and written communication skills.
  • Excellent problem-solving skills with a flair for on-the-job learning.
  • Capabilities to self-prioritize and time-box tasks without guidance.
  • Willingness to adapt to new avenues of learning and capability to gel in a Team environment to deliver.
  • Customer Support experience in a technical support environment is an Asset
  • In-depth knowledge of one or more operating systems (Windows, Linux, AIX, Solaris).
  • Familiarity with Programming Languages (Java, HTML, JavaScript).
  • Experience in analyzing or debugging (Windows/Linux logs, Java debugging, Browser debugging).
  • Expert knowledge of troubleshooting and debugging databases (SQL, PL/SQL, Oracle, DB2).
  • Knowledge of administration/ troubleshooting Application Servers (IIS, Apache)
  • Basic Networking knowledge (TCP/IP, HTTP/s, Firewalls).

WILLINGNESS TO WORK IN SHIFTS and ON-CALLS.


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