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(2+ Years) "OpenText" Hiring: Technical Analyst On June 2018 @ Hyderabad



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Company:         OpenText

Website:           www.opentext.com

Eligibility:        University/College Degree

Experience:      2+ yrs

Location:          Hyderabad

Job Role:         Technical Analyst

JOB SUMMARY:

Company Profile:

OpenText is the leader in Enterprise Information Management (EIM). Our EIM products enable businesses to grow faster, lower operational costs, and reduce information governance and security risks by improving business insight, impact and process speed.

Job Description:
1. Representing OpenText acting as first point of contact for all technical inquiries regarding Connectivity solutions and its integration into external environments.

2. Utilizing exceptional written and verbal communication skills while supporting customers via telephone, email or web, while demonstrating a high level of customer focus and empathy

3. Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.

4. Demonstrate an understanding of the products and customer environments to resolve complex technical issues or suggest alternative options, which may not be related to OpenText products directly.

5. Act as a key point of contact for customer follow up and incident management, while maintaining and documenting the customer relation management system with updates and resolution.

6. Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.

7. Contributing to the knowledge base by authoring and editing articles to share current information with team members.

8. Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.

9. Work under general supervision where results are reviewed periodically and adhere to established policies and procedures such as seeking approval on matters outside of job or role.

Candidate Profile:
Qualification:
University/College Degree within a related discipline or equivalent work experience

Experience: 2+ years previous experience working within a technical support environment.

Required Skills:
1. Proficient in Windows OS, MAC OS X, and Unix/Linux operating systems

2. Previous experience working with web application servers (i.e. Apache Tomcat, MS IIS)

3. Basic knowledge and understanding of relational management systems (i.e. SQL)

4. Experience working with virtual environments is an asset

5. AS400 skill an asset

6. Programming/scripting skills is helpful (i.e. VB, JSP)

7. Possess knowledge of networking and firewall concepts

8. Service oriented with a strong desire to provide exceptional customer support efficiently with a high focus on call resolution

9. Proven experience working in a fluid environment that is ever growing and changing

 













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