Job
Software Developer/ Engineer/ Architect
Sr. Technical Support Specialist
You are great at:
- Facilitate the resolution of complex technical issues in all areas of assigned Open Text products by analyzing logs researching issues or recreating in house.
- Identify and report software defects and customer suggestions to appropriate responsible groups.
- Author as well as update articles to contribute to the Products Knowledge Base.
- Represent Open Text and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding resolutions to presented technical problems.
- Keeping the customer updated on the status of reported problems, as well as keeping the ticket tracking system updated with current information on the case.
- Providing suggestions for alternate support options for customer issues that are not related to Open Text’s products.
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
- Commit to continuous learning in an effort to keep current with industry changes.
- Demonstrate customer focus and empathy.
- Meet established service delivery guidelines such as customer satisfaction, phone-based activities, resolution, schedule adherence, case documentation and case wellness.
- Responsible for efficiently managing the relationship with customers and thoroughly documenting their cases.
- Abilities to deal with not only technically complex issues, but with politically charged situations requiring a high level of customer skill.
- Other duties and projects as assigned by management
- Will require on-call and weekend rotation
What it takes:
- Strongly developed analytical, problem solving, and trouble shooting skills.
- High level of self-motivation with a strong desire to solve problems and multi-task with priority.
- Excellent verbal and written communication skills in English (including technical writing).
- Ability to maintain self-control while defusing stressful customer situations.
- Excellent demonstrated customer service skills.
- Broad exposure to technology in general, depth of knowledge in area of focus (Specifically: Operating Systems, Business Applications, Database, Data Storage, etc.).
- Knowledge and experience with high-end technology (software & hardware).
- Ability to provide mentoring for other groups.
- Passion for technology.
- Customer support experience in a technical support environment.
- Customer focus & composure.
- Analytical & conceptual thinking.
- Excellent phone and written communication skills required.
- Excellent problem-solving and organizational skills required.
- Familiarity with Windows, Unix, Solaris, AIX operating systems.
- Experience with SQL and Oracle database and technology.
- Experience in the use and configuration of Web HTTP servers is an asset.
- Programming skills or understanding is an asset.
- Previous document management experience is an asset.
- An understanding of networking is an asset.