Senior Technical Support Specialist
About The Position
The OpenText Digital Asset Management Technical Support Team is currently looking for a technically dynamic and resourceful individual who can provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a top performing team providing world class technical customer support while working across business units to ensure that customer satisfaction is met in all forms. Their focus will be supporting the TeamSite suite of products within complex customer environments, while suggesting techniques and tools for application development. The successful candidate will be working in a highly functioning team to reach a common goal, which is customer success.
Requirements
- 5+ years previous experience working within a technically focused environment or similar.
- Focused on scoping problems and strong troubleshooting ability
- University/College degree within a related discipline or equivalent work experience
- Previous working experience with Cloud, virtualization, and containerization, such as VMWare, vCloud/vCloud Director, GCP, AWS, Azure, Kubernetes and Docker.
- Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
- Linux / JAVA scripting knowledge (i.e. REST API, JSON and YAML)
- Strong familiarity with Java
- Knowledge of Web Servers and HTML (i.e. Tomcat, MS IIS, JBOSS/Wildfly)
- Understanding of Networking principles, Active directory / LDAP
- Security foundations including SSH and SSL
- Experience working with relational DBMS (Oracle, MS SQL Server) is helpful
Responsibilities
- Representing OpenText acting as first point of contact for all technical inquiries and its integration into external environments.
- Utilizing exceptional written and verbal communication skills while supporting customers via telephone, remote technologies 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.
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
