Lead Technical Support Specialist -Exstream

WHAT THE ROLE OFFERS:

• Represent OpenText acting as first point of contact for all technical support inquiries
• Incident management and collaboration with other teams while adhering to SLAs and KPIs
• Utilize exceptional written and verbal communication skills while supporting customers while demonstrating a high level of customer focus and empathy
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys
• Collaborate with various stakeholders to act as a trusted customer advocate
• Test Open Text product issues in various environments for validation and solution purposes.
• Author technical documents for inclusion in the Knowledge Base
• Report software bugs and customer suggestions to SME
• Manage Escalations and work with Escalation Manager as a point of contact.

WHAT YOU NEED TO SUCCEED:

• 8+ years of prior experience working on relevant technologies
• Focused on scoping problems and strong troubleshooting ability
• University/College degree within a related discipline or equivalent work experience
• Willingness to work in shifts during weekdays and on-call during weekends

TECHNICAL SKILLSET

• 5+ years of hands-on experience working on OpenText Exstream
• Ability to understand product integration with 3rd party applications in complex environments