OpenText - Senior Technical Support Specialist - Incident Management - Bangalore - Opentext Technologies India Pvt. Ltd

    Opentext Technologies India Pvt. Ltd
    Opentext Technologies India Pvt. Ltd Bangalore

    4 days ago

    Default job background
    Technology / Internet
    Description

    Sr. Technical Support Specialist

    Join the team at OpenText, a leading provider of Enterprise Information Management solutions, and work with 98 of the world's top 100 global companies and more than 120,000 customers in 180 countries.

    About Us

    For over three decades, OpenText has been innovating online solutions that have changed the way organizations conduct their business and manage information.

    Our Impact

    • We help top Fortune 500 companies lower costs, reduce information governance and security related risks, and support their digital transformation.
    • In the Cyber Security support team, you will assist customers in mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats.

    Your Role

    As a Sr. Technical Support Specialist, you will provide exceptional technical support on OpenText products, reproducing, troubleshooting, and resolving customer issues, identifying defects, and escalating to OpenText Product Engineering.

    Responsibilities

    • Assist customers with complex technical support enquiries via chat, phone, and email.
    • Utilize exceptional written & verbal communication skills to deliver great Customer Experience.
    • Document interactions with internal & external stakeholders using the CRM tool.
    • Collaborate with other teams while adhering to SLO's and KPI's.

    Requirements

    • You must enjoy learning new technologies and mentoring others.
    • You are passionate about resolving customer issues.
    • The ability to effectively communicate and interact with people.
    • Able to navigate, and lead, difficult conversations with customers.

    Technical Skills

    • Hands-on experience troubleshooting Windows/Linux Operating Systems.
    • Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.


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