Sr. Technical Support Specialist - Analytics

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

Job Opportunity

Provides accurate, timely technical support to Open Text Analytics Software developers, system administrators and other technical contacts primarily via the telephone and E-mail. The Specialist will deal with support issues that are complex in nature, carry differing priorities and must be addressed within predetermined service levels, so the Specialist must be adept at balancing multiple priorities. The callers will expect enterprise-level support, therefore the Specialist will need to be well-versed technically, and fully understand customer service concepts. Other objectives are to cooperate with other Customer Support Product Specialists in carrying out their day-to-day duties, and represent Open Text Actuate Software in a visibly supportive manner.

You are great at:

• Research, resolve, and record all levels of software questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.
• Perform Support primarily via the telephone and E-mail.
• Answering all incoming support calls six or more hours per day.
• Provide Support within Actuate Software’s stated service level goals.
• Record and maintain knowledge collected from each incident in accordance with the standard format.
• Work with Engineering and QA to aid in the resolution of product issues.
• Participate in the testing of new and enhanced products.
• Participate in the QA process by validating and reporting bugs reported by customers.
• Write technical documents (i.e. FAQ’s, Application Briefs, etc.) both for the corporate Web site and for publication on hard copy.
• Participate in Team Meetings.
• Assist in the attainment of Department and Company goals.
• Special Projects as assigned by Management. Examples would be helping to implement and maintain the Actuate Software knowledgebase, training new Specialists, participating in group training, etc.
• Managing projects in a supportive and helpful manner while meeting deadlines.
• Other duties as required, some travel may be required.

What it takes:

• 5+ years in a Customer Support -related position, preferably in a high-tech industry.
• Four-year degree (or equivalent work experience) preferably in Computer Science.
• Demonstrated strong oral, written, and interpersonal skills.
• Ability to solve problems systematically and effectively, while ensuring the highest customer satisfaction and staying within the stated service level goals.
• A proven ability to interface with customers (both on the phone and in person) in a support role.
• Operating Systems - Windows, Linux (Unix will be plus).

• Knowledge of Cloud Computing (AWS/AZUR/GCP) and Cloud applications.
• Experience on Webservers (IIS, Apache Tomcat).
• Experience on Databases (MYSQL, SQL & Postgres) & data modeling.
• Knowledge on Java, JavaScript.
• Experience on Reporting tool like - BIRT (Business Intelligence Reporting Tools) and other Actuate technologies a plus.
• Familiarity with integrated development environments such as Eclipse
• knowledge /Understanding of Networks and Protocols (HTTP/HTTPS, LB, proxy, DHCP, IP, MACADDRESS).
• knowledge /Understanding of OTDS, LDAP, Active Directory.
• Knowledge on API – REST/SOAP
• Troubleshooting and Debugging Skills.
• Log Analysis.
• KCS Knowledge and experience in creating KB documents.
• Debug and Troubleshoot technical issues specific to different customer environments.
• Identify and resolve issues via telephone & written communication, aligning to OpenText policies and procedures.
• Orientation to analytical problem solving, specifically identify problems & solutions.
• Organize, relate and compare info & data from different sources.
• Identify & propose solutions.
• Excellent Communication Skills, written and verbal, including poise in pressure situations.
• Ability to work with geographically distributed/extended team.
• Ability to guide the rest of the team for simple/informational issues.
• Reporting bugs and feature requests.
• Validation/Testing of customer issues.
• Ability to communicate well in all situations.
• Understanding of general business.
• Work well with little guidance in a very dynamic atmosphere.
• Work well under demanding circumstances.

OpenText’s efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.