Technical Support Specialist

The opportunity:

As a Technical Support Specialist, you will resolve customer issues and contribute to the overall growth of the business and your peers. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will:

• Troubleshoot technical and non-technical issues with the tools and skills after product training
• Provide guidance to fellow Technical Support Specialists
• Participate in the content creation lifecycle for support documentation
• Achieve high levels of customer satisfaction when responding to customer requests and resolving technical issues via phone or email

We are looking for people who are interested in continued growth in their technology career with OpenText. An ideal candidate will invest in this job as the true career opportunity it is. A successful Technical Support Specialist is a person who is a self-starter, who can navigate difficult situations and conversations with a professional attitude and seeks opportunities to improve the customer experiences we provide.

You are great at:

• Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment etc.
• Resolve single- and cross technology/application incidents independently. Document known errors and work arounds. Works with team members, delivery centers, and other company organizations.
• Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
• Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction
• Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain SLOs.
• Work with Tier 2 and Tier 3 engineers on technical escalations, bugs, and feature requests
• Excellent customer service skills, adding to the customer experience.
• A track record of good judgment and decision-making in positions with significant responsibility.
• Assist in the content creation/editing process for our Knowledge Base by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant
• Teamwork: Work as part of a global, and/or multi-functional team.
• General office environment. Role may require working in 24/7 shifts on a rotational basis. 24/7 Shift Coverage model participation in an on-seat shift and On-Call rotations.

Skills and Experience:

• Associate degree in a technical field or equivalent experience is preferred
• 2-4 years’ experience in a technical support and customer centric environment
• Ticket Management with the use of different CRM tools.
• Passion for providing quality customer service and technical support
• Demonstrated strong analytical and critical thinking skills
• Technical proficiency in: Cloud/SaaS applications, Windows, desktop applications, networking, security, and web applications
• Strong verbal/written interpersonal communication skills. English (written/oral)
• General network knowledge – ports, firewalls, Ip’s
• Experience working with cloud-based products
• Experience with AWS, Google, Azure cloud platforms
• Linux (desired)
• ITIL 4 Foundation level Certified (desired)
• Knowledge of ISO20000 (desired)
• Knowledge on JSON/REST API. (desired)
• Knowledge on OAuth and SAML configuration (desired)
• Scripting (enough to read logs and interpret the syntax)