Technical Support Specialist_Content Viewing

Opentext; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

OpenText is seeking a Sr. Technical Support Specialist to clinically apply critical thinking to diverse customer scenarios and deliver creative, effective solutions.

The role emphasizes teamwork, knowledge sharing, and supporting customers with complex technical issues. You'll be the first contact for Data Protector inquiries, working with cross-functional teams to resolve incidents and contribute to a comprehensive knowledge base.

Qualifications

• Experience in a technically focused environment.
• Strong troubleshooting and change management abilities.
• University/College degree in a related discipline or equivalent work experience.
• Excellent verbal and written communication with attention to detail.
• Willingness to work on a 24x7 shift rotation.

Responsibilities

• Representing OpenText as the first point of contact for technical inquiries regarding Data Protector and its integration.
• Support customers via telephone or email with high customer focus and empathy.
• Meet service delivery guidelines and KPIs measured by customer satisfaction and adherence.
• Understand customer environment and product to resolve complex technical issues.
• Act as a contact for follow up and incident management with updates and resolution.
• Collaborate on cross-team issues with development to document defects and suggestions.
• Contribute to knowledge base by authoring and editing articles.

Skills

Technical support

Troubleshooting

Customer focus

Verbal and written communication

24x7 shift readiness

Education

Bachelor's degree in related discipline

Tools

RabbitMQ

OTDS

Web Application Servers

OpenText Data Protector

Job description

Job Summary

Our Sr. Technical Support Specialist position offers you an opportunity to learn exciting technologies which would enable you to support our customers. Critical thinking is something that youll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, youll always feel supported.

Responsibilities

• Representing OpenText acting as first point of contact for all technical inquiries regarding Data Protector and its integration into external environments.
• Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, 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, phone-based activities, and schedule adherence.
• Show an understanding of the customer environment and product, enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
• Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution.
• Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.

Requirements

• Min. [2 yrs for P1 | 5 yrs for P3, 8+ yrs for P4] years previous experience working in a technically focused environment
• Experience on scoping problems and strong troubleshooting, negotiating and change management abilities
• University/College degree within a related discipline and/or equivalent work experience
• Self-motivated individual, Works with little or no supervision, a critical thinker with an understanding on Customer Satisfaction
• Excellent Verbal and Written Communication, with a strong attention to detail mindset
• Knowledge on Customer Support, SLAs, KPIs and Escalations.
• Willingness to work on a 24x7 shift rotation
• Content Viewing Support
• OpenText Intelligent Viewing
• OTDS
• RabbitMQ
• Windows Linux Administration
• Web Application Servers
• Database Troubleshooting
• API Integrations
• Security Authentication
• Performance Analysis
• Incident Resolution