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Senior Technical Support Specialist

India, Republic Of India, Bengaluru
Last update 2025-02-09
Expires 2025-03-09
ID #2566590068
Free
Senior Technical Support Specialist
India, Republic Of India, Bengaluru,
Modified January 24, 2025

Description

Sr. Technical Support Specialist

JOB DESCRIPTION


OPENTEXT - THE INFORMATION COMPANY

Want to work with 98 of the world’s top 100 global companies and more than 120,000 customers in 180 countries? For more than three decades, Open Text™ has produced innovative online solutions that changed the way organizations conduct their business and the way people gather, store, and use information. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation. Be part of a winning team that leads the way in Enterprise Information Management.


Team:
AI and System Software Management team

In the AI and System Software Management support team, your responsibilities will revolve around supporting vital systems that deliver AI, Analytics, and System Management services to some of the largest global clients. Your role entails resolving intricate problems related to End Point Management, Operating Systems, and AI systems. Additionally, you will be actively engaged in tasks such as installations, configuration adjustments, and gaining a comprehensive understanding of AI engines and their functionalities. Your contribution will play a crucial role in ensuring the continuous operation of these systems for our customers.


Position Overview:

Sr. Technical Support Specialists are responsible for providing exceptional technical support on Open Text products. As a Senior Technical Support Specialist, you will reproduce, troubleshoot, and resolve customer issues. You’ll identify defects and escalate to Open Text Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area. This position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking. Our strong team-based environment ensures that our team members support each other to deliver excellent Customer Experience.


Your impact:

Assisting customers with complex technical support enquiries via chat, phone, and email.

Utilizing exceptional written & verbal communication skills to deliver great Customer Experience.

Incident management in adherence to the defined processes.

Documenting interactions with internal & external stakeholders using the CRM tool.

Collaborating with other teams while adhering to SLO’s and KPI’s.

Advanced troubleshooting on escalated cases.

Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys.

Collaborating with various stakeholders to act as a trusted customer advocate.

Promoting Knowledge Centered Services by creating/editing content as necessary based on findings within your support interactions.



What you need to succed:

You enjoy learning new technologies and mentoring others.

You are passionate about resolving customer issues.

The ability to effectively communicate and interact with people.

Ability to navigate, and lead, difficult conversations with customers.

A quick learner who, follows processes and acts as a role model for others in the team.

A strong focus on continuous improvement and career progression.

A key team contributor, promoting a positive team environment and team skill development.


Experience & Education:

5+ years’ experience in a technical support environment.

Flexible to provide on-call / outside business support hours as, and when, needed.

A Science /Technology Engineering or bachelor’s degree preferred.

Strong analytical and critical thinking skills.

Strong verbal and written communication skills.

Proven experience working in a fluid environment that is ever growing and changing.

Ability to multi-task and prioritize work effectively.

Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.


Technical Skills:


Technical Skills:


Knowledge on C & C++ / Java / python -basic understanding the logs - not delveoper side -

Good knowledge on Multi-threading, Interprocess Communication (IPC), Network communication, Operating System interactions - Intermediate level - someone good in networking

Strong expertise in Linux environments, particularly in using systemctl, managing services, debugging, and maintaining applications.

Experience with Email system, messaging agents running on Linux, including handling messaging protocols, database interactions, and notification/event management.
- send mail, xchange server

Expertise in integrating and managing libraries such as Open SSL, Open LDAP, and Libcurl.

Ability to develop & maintain shell scripts for automation, monitoring, and managing Linux-based applications.

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Senior technical support specialist

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