OpenText Corp

Sr. Production Support Specialist (BB-AAAD9)

Found in: Talent IE

OPENTEXT - THE INFORMATION COMPANYAs 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. Serves as the customer contact for questions on usage, functionality, and problems encountered with OPENTEXT products and services. In addition, the position will require increased roles in day-to-day customer relations, escalations, and requirements concerning the training/technical knowledge for those specialists within the same customer grouping. The candidate must possess strong analytical and troubleshooting skills and excellent communication skills, both written and verbal. They must display expertise with the product offering and environments in which they operate. You are great at: Provide production monitoring of data, error analysis, and serves as the customer contact for questions on usage, functionality and problems encountered with BN products and services. This level may begin with more experience than the previous level or may be assigned to more complex products/customers Increased role in day-to-day customer relations, escalations, and mentoring/training/technical knowledge. Provides technical support responding to case service levels, providing production support, effectively analyzing issues, providing issue resolution, and customer notification. Recreates customer issues & escalates to appropriate level. Actively participates in self-improvement, process, and technology training programs. Continually strives to expand comprehension of troubleshooting methodologies, application functionality, N-tier architecture, relational database architecture, operating systems, and comms protocols as applicable. Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers. Mentor and train new team members Submit and write new content to knowledge base, approve complex knowledge articles Identify product defects or enhancements and work with the Advanced Resolution group for resolution. Must have a good of understanding of all products and service offerings within the environment they operate. Expected to maintain technical proficiency and knowledge of company products and continually strive to improve. Responsible in handling customer escalation in the absence of the team’s supervisor and/or manager or as required What it takes: College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required. Must demonstrate very good problem solving, analytical and organizational skills Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy EDI knowledge preferred. Must be able to exhibit OPENTEXT core values and beliefs Good customer orientation and can work under pressure Has moderately high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision

calendar_today6 hours ago


location_on Cork, Ireland

work OpenText Corp

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