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.