Lead Technical Support Specialist
About The Position
The OpenText DevOps Enterprise Support team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting Professional Performance Engineering (LoadRunner) tools within complex customer environments, while suggesting techniques and tools for application development.
Requirements
- 5+ years previous experience working within an Enterprise technical support environment.
- University/College degree within a related discipline or equivalent work experience
- Solid foundation working with Windows and Linux OS, and any scripting, (ie. Java, SQL, CGI, Perl, .NET or C++)
- Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
- Experience working with relational DBMS (Oracle, MS SQL Server)
- Understanding of Networking and network technology
- Strong ability to multi-task and prioritize work effectively
- Excellent phone and written communication skills required
- Excellent problem-solving and organizational skills required
Nice To Haves
- Experience with Professional Performance Engineering (LoadRunner) or any other similar testing tools would be an asset.
Responsibilities
- Identifying and resolving customers' issues in a timely manner (in accordance with published response times) via telephone support and written correspondence.
- Managing customer relationships and clearly documenting all interactions within the company database.
- Performing in-depth analysis of customer issues to help determine causes, workarounds, and solutions which may or may not be related to OpenText products directly.
- Testing of OpenText product issues within various environments for validation and solution purposes.
- Contributing to the knowledge base by authoring and editing articles to share current information with team members.
- Reporting software bugs and customer suggestions.
- Mentoring and encouraging the team to learn new technologies and improve their skill sets.
Benefits
- Vacation entitlement
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
