Lead Technical Support Specialist

**OPENTEXT - THE INFORMATION COMPANY**

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity:
You are great at:

- Representing OpenText, acting as first point of contact for all technical inquiries.
- Isolating, reproducing and analyzing complex or escalated support issues and working those issues to resolution.
- Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.
- Showing an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
- Acting as the key point of contact for customers and reporting to management with summaries of escalations, while maintaining ITSM with updates and resolution.
- Collaborating on cross-team, cross-organization and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
- Contributing to the knowledge base by authoring and editing articles to share current information with team members. Coaching and sharing knowledge with others as whitepaper or training.
- 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.
- Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it takes:

- 8+ years previous experience working within a technical support environment or similar.
- University/College degree within a related discipline or equivalent work experience.
- Hands on experience working with a capture solution (example Captiva)
- Experience in installing, upgrading, configuring and maintaining Captiva products (UI customization for eScan, eInput modules).
- Experience in designing new Capture Workflows with Captiva Designer and recreating / converting existing IA Capture Processes to Designer Workflows
- Experience Captiva integration will be an advantage.
- Very good working knowledge on Windows OS, having UNIX/Linux, OS X will be an advantage.
- Experience in relational DBMS (MS SQL Server, Oracle and IBM DB2) will be an advantage.
- Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
- Strong understanding of security, cryptographic and authentication protocols (TLS, SSL, Kerberos, AD, LDAP)
- Knowledge of network protocols (TCP/IP, NFS, DNS)
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
- Proven experience working in a fluid environment that is ever growing and changing
- Strong ability to multi-task and prioritize work effectively
- Strong communication skills both verbal and written
- Troubleshooting skills, positive attitude, patience, understanding, dedication, commitment and Team work is a must have.
- Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge
- Documetum product experience will be an advantage.
- Development (Java, SQL, CGI, Perl,.NET or C++) experience will be an advantage
- As a 24x7x365 organization; shift work, holidays and on-call responsibilities may be required.

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.