Bangalore, Karnataka, IND
6 days ago
Lead Technical Support Specialist -Exstream

 

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

 


YOUR IMPACT:

 

OPENTEXT - THE INFORMATION COMPANY
Want to work with 85% of the world’s top brands and more than 100,000 customers in 140 countries? With OpenText Customer Support you have the chance to help our customers use our world class software and making them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere.

For more than two decades, OpenText™ has produced innovative online solutions that change the way organizations conduct their business and the way people gather, store and use information. Our Enterprise Information Management (EIM) technology is leading the industry. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation.

 

WHAT THE ROLE OFFERS:

 

Represent OpenText acting as first point of contact for all technical support inquiries

Incident management and collaboration with other teams while adhering to SLA’s and KPI’s

Utilize exceptional written and verbal communication skills while supporting customers 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

Collaborate with various stakeholders to act as a trusted customer advocate

Test Open Text product issues in various environments for validation and solution purposes.

Author technical documents for inclusion in the Knowledge Base

Report software bugs and customer suggestions to SME

Manage Escalations and work with Escalation Manager as a point of contact.

WHAT YOU NEED TO SUCCEED:

8+ years of prior experience working on relevant technologies

Focused on scoping problems and strong troubleshooting ability

University/College degree within a related discipline or equivalent work experience

Willingness to work in shifts during weekdays and on-call during weekends

TECHNICAL SKILLSET

5+ years of hands-on experience working on OpenText Exstream

Ability to understand product integration with 3rd party applications in complex environments


 

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

 

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