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Senior Technical Support Specialist
OPENTEXT - THE INFORMATION COMPANY
Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.
As a Senior Technical Support Specialist, you will utilize your knowledge and experience to support our customers / partners as part of a global support team.
This involves taking ownership of cases that are raised by email or phone, and working them through to resolution, within our defined SLAs. Daily activities may change with new projects, products, and the needs of the customer.
You are great at:
Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment etc.
Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction.
Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.
Work with Tier 3, Operations and Development on technical escalations, bugs, and feature requests.
Excellent customer service skills, adding to the customer experience.
A track record of good judgment and decision-making in positions with significant responsibility.
What it takes:
Experience of supporting, administrating, configuring, and troubleshooting the following:
Hypervisors (Hyper-V, VMware etc)
Networking (LAN/WAN, DNS, DHCP, TCP/IP)
SQL or Exchange
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.