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Technical Support Specialist

Technical Support Specialist

Opentext

3 - 8 years

7 - 11 Lacs

bengaluru

Posted:3 days ago| Platform:

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Skills Required

alv report development abap programming troubleshooting sap workflow web services sap fi customer service customer focus technical support incident management service delivery sap fiori bapi sap r3 smartforms sap hana sap abap opentext vim abap

Work Mode

Work from Office

Job Type

Full Time

Job Description

YOUR IMPACT:

Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products, addressing the customers concerns not just at a technical level but also from a customer service perspective. Our Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as youll work on unique customer issues to provide resolutions.

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:

3+ 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
2+ years of hands-on experience working on
OpenText VIM
Strong skills in SAP workflow and ABAP Programming
3+ years previous experience working within a technical support environment
Experience with SAP R/3 and S4/HANA
Strong skills in ALV Report Development
Working Knowledge in SAP FI/MM modules (Technical) and business processes
Experience with SAP Fiori and Web services
Experience in dialog programming, building custom screens and transactions

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Software Development

Waterloo ON

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Technical Support Specialist