AmbitionBox
Search
Jobs
- Reviews
- Salaries
- Interview Questions
- About Company
- Benefits
- Jobs
- Office Photos
- Community
Add office photos
Premium Employer
i
This company page is being actively managed by
OpenText Technologies Team. If you also belong to the team, you
can get access from
here
OpenText Technologies
Compare
All Filters
148 OpenText Technologies Jobs
Manager, Technical Support
2-5 years
Bangalore / Bengaluru
1 vacancy
Manager, Technical Support
OpenText Technologies
posted 3d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Directly oversee the operations of the Technical Support team, managing SLAs, KPIs/MBOs, productivity, staffing plans, work schedules, issue prioritization, and policy compliance.
- Handle escalated customer issues, develop action plans, communicate these plans to customers, and keep both customers and internal stakeholders updated on progress.
- Identify areas for improvement in processes and tools, proactively collaborating with relevant stakeholders to enhance overall operations.
- Develop and refine standard operating procedures for the OpenText Technical Support team.
- Participate in human resource activities, including hiring, performance management, and training.
- Develop training and competency plans, establish career paths, and provide mentoring to Technical Support team members.
- Actively engage in talent management activities, including providing feedback and facilitating training.
- Maintain high employee retention by offering timely recognition for individual and team achievements.
WHAT YOU NEED TO SUCCEED
- Relevant managerial experience in Support environment with an overall experience of 12+ Years. Out of which minimum of 3+ years experience in managing people.
- Willing to work in 24x7 Shift
- Experience working managing Inbound call taking support business
- Familiarity with Phone KPIs
- Primary requirement would be to support the Americas Customers using OpenText Products
- Highly developed professional and interpersonal skills are needed to perform the job
- Prior knowledge of any of the OpenText products or knowledge on cloud-to-cloud Backup and Recovery solutions and email Security would be preferred
- A technical background including knowledge of Relational databases, Operating Systems, Web Technologies, Networking Protocols & related architecture would be an added advantage
- Possesses extensive knowledge in Microsoft Office Suite, preferably MS Excel and MS Power Point
- Strong team building and talent management skills are required.
- Previous experience interfacing with customers in a support capacity.
- Previous experience managing C-level escalation situations.
- Experience working and or managing employees supporting different customer regions
- Excellent communication skills, written and verbal.
- Familiarity with CRM or incident tracking and management systems such as Service Now, Salesforce, Oracle RightNow, Zendesk etc.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Technical Support roles with real interview advice
What people at OpenText Technologies are saying
What OpenText Technologies employees are saying about work life
based on 1k employees
Flexible timing
Monday to Friday
No travel
Day Shift
OpenText Technologies Benefits
Submitted by Company
Health Benefits Employee Assistance Program (EAP) Wellness and Fitness Reimbursement Education Reimbursement Retirement and Stock Purchase Plans Paid Volunteer Time
Submitted by Employees
View more benefits 
Compare OpenText Technologies with
TCS
Compare
Infosys
Compare
Wipro
Compare
HCLTech
Compare
Tech Mahindra
Compare
LTIMindtree
Compare
Mphasis
Compare
Persistent Systems
Compare
Hexaware Technologies
Compare
Amdocs
Compare
Automatic Data Processing (ADP)
Compare
24/7 Customer
Compare
Compare
Thomson Reuters
Compare
NCR Voyix
Compare
Oracle Cerner
Compare
VMware Software
Compare
Adobe
Compare
Chetu
Compare
R Systems International
Compare
Similar Jobs for you
OpenText Technologies Bangalore / Bengaluru Office Location
Bengaluru/Bangalore Office
3rd and 4th Floors, Infinity
#436, Off Koramangala
Indiranagar
Intermediate Ring Road
Challanghatta, Domlur
Bangalore 560071
India
Phone: +91 80 61441000
Bengaluru/Bangalore
Lead Software Engineer- Java Angular ( Full Stack)
10-15 Yrs
Bangalore / Bengaluru
Share an Interview