Technical Support Specialist

 

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

 

 

The opportunity: 

 

As a Technical Support Specialist, you will take the knowledge and experiences you have gained to resolve difficult customer and partner issues and contribute to the overall growth of the business. 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:
 

• Achieve high levels of customer satisfaction when responding to customer requests via phone or email
• Troubleshoot technical issues with the tools and skills after product training, often working with issues that could not be resolved at previous support levels
• Ensure customer has best product that suits their needs
• Participate in the content creation lifecycle for support documentation
   

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: 

 

 

• Assist customers with live and deferred transactions via phone and email with technical support inquiries. Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues.
• Learn the technical architecture of Carbonite’s products.
• Work independently to solve customer issues and own case work by diagnosing, troubleshooting, and resolving software, application, hardware, data transport, and network issues related to service and product offerings
• Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements
• Work with Tier 2 and Tier 3 engineers on technical escalations, bug and a feature request
• Assist customers and alliance partners troubleshoot and successfully complete disaster recovery tests within a scheduled window of time
• Become trained to support additional products within the OpenText Mid-Market product suite
• Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed
• Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions.
• Assist in the content creation/editing process for our Knowledge Bases 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.
• Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with other levels and Management as needed, to review data, identify solutions, and assist with implementation.
• Continued use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions.
• Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy).
• Remain current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role.
• A track record of good judgment and decision-making in positions with significant responsibility.
• Ability to independently identify high value projects and drive them to completion.
• Demonstrated leadership capability in cross-functional team environments.
• High degree of comfort with complex technical environments.
• Having and being able to articulate/defend an informed opinion on important topics.

 

What it takes:

 

 

• Ideally, 1-2 years' experience supporting Windows Server environment.
• AS, BS or BA degree in a computer related field preferred.  Equivalent work experience will be accepted in place of the education requirement.
• Must possess highly developed interpersonal and communication skills, and the abi