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Sr. Technical Support Specialist
2-5 years
Bangalore / Bengaluru
1 vacancy
Sr. Technical Support Specialist
OpenText Technologies
posted 7hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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 succeed
- 5+ years experience in a technical support environment.
- Flexible to provide on-call / outside business support hours as, and when, needed.
- Flexible for 24x7 rotational shifts.
- A Science /Technology Engineering or Bachelors degree preferred.
- Ability to troubleshoot Windows issues like performance degradation, account issues, software installation and configuration, event viewer analysis, registry editing, command line and PowerShell tasks, and group policy on Windows 7, 10, 11, and Windows Server editions.
- Excellent understanding of application lifecycle management (Software development lifecycle).
- Basic knowledge of server configurations and network protocols (HTTP, HTTPS, Citrix, SAP, Web Services) to troubleshoot connectivity issues between clients and servers.
- Understanding of firewalls, proxies, load balancers and security certificates.
- Proficiency in scripting languages like JavaScript, VBScript, or C for enhancing and customizing test scripts. Familiarity with protocols such as REST and SOAP.
- Application Architecture Understanding of application architecture and how it can impact performance. Knowledge of web servers, application servers, and databases in this context.
- Understanding of databases (SQL, Oracle, MySQL) and their impact on application performance and the ability to create, delete, secure databases, and write and execute simple SQL queries.
- Log Analysis Skill in analyzing logs (application logs, server logs) to pinpoint technical issues.
- Familiarity with security concepts and practices such as server hardening, encryption and SSL.
Employment Type: Full Time, Permanent
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What people at OpenText Technologies are saying
Rating based on 8 Technical Support Specialist
reviews
Anonymous · Customer Success, Service & Operations
in Bangalore / Bengaluru
Good and maintained work-life balance. Learning opportunities and good corporate balance.
- Salary - Good
Laying off without any prior information. WFH not considered for emergency situations
- Job security - Poor
Technical Support Specialist salary at OpenText Technologies
What OpenText Technologies employees are saying about work life
OpenText Technologies Benefits
Health Benefits Employee Assistance Program (EAP) Wellness and Fitness Reimbursement Education Reimbursement Retirement and Stock Purchase Plans Paid Volunteer Time 
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