Description:
Our Lead 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 you’ll 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, you’ll always feel supported.
You are great at:
- Representing OpenText acting as first point of contact for all technical inquiries regarding ECM 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.
- Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
What It Takes:
- 8+ years previous experience working within a technically focused environment
- Focused on scoping problems and strong troubleshooting ability
- University/College degree within a related discipline or equivalent work experience
- Any combination of the following skills or knowledge is a must:
- Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
- Good knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
- Experience working with relational DBMS (Oracle, MS SQL Server and IBM DB2)
- Understanding of Networking principles and Active directory.
- Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
- Development (Java, SQL, CGI, Perl, .NET or C++) experience will be an advantage
- As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.