OpenText is a global leader in information management, known for fostering innovation, creativity, and collaboration across its teams. As part of our vibrant workplace, you’ll collaborate with top-tier companies worldwide, tackle real-world challenges, and play a role in shaping the future of digital transformation.
Job Title: Associate Product Support Specialist
Qualification Required: BS/BA Degree
Experience Needed: 6 months – 1 year
Salary/CTC: Best in Industry
Job Location: Bangalore
AI-First. Future-Driven. Human-Centered.
At OpenText, we embed AI at the core of everything we do-driving innovation, transforming workflows, and enabling the next generation of digital knowledge workers. We are hiring people with skills and vision that AI can’t replace. Join us in redefining information management for the future.
Your Role & Impact
As an Associate Technical Support Specialist, you’ll leverage your expertise and training to troubleshoot advanced customer issues, deliver world-class service, and contribute to our long-term success. With robust support systems, strong mentorship, regular coaching, and smart processes, you’ll be empowered to thrive and grow. Your key responsibilities include:
- Delivering exceptional customer satisfaction via phone and email support
- Troubleshooting escalated technical issues using tools and knowledge from product training
- Ensuring customers are using the most suitable solutions
- Contributing to the creation and maintenance of support documentation
We’re looking for professionals who see this as a long-term opportunity. If you’re a self-starter, confident under pressure, and focused on improving customer experience, you’ll thrive in this role.
What the Role Offers
- Handle real-time and scheduled customer queries via calls and emails
- Address complex technical challenges including missing data and configuration issues
- Gain deep understanding of product architecture
- Independently manage and resolve software, hardware, data transport, and networking concerns
- Juggle multiple customer cases while maintaining clear documentation and timely updates
- Collaborate with Tier 2 and Tier 3 teams for escalations, bug tracking, and feature requests
- Guide customers through disaster recovery tests and provide expert assistance
- Expand product knowledge across multiple solutions
- Offer guidance on data protection practices to ensure recovery success
- Help build and update the knowledge base by documenting new solutions and revising existing entries
- Use internal systems to track and analyze support data and trends
- Continuously stay updated on processes, alerts, and training materials
- Meet KPIs like CSAT and quality accuracy
What You Need to Succeed
- Proven ability to make sound decisions in high-responsibility roles
- Ability to identify and lead high-impact projects independently
- Experience working in cross-functional environments
- Strong grasp of technical ecosystems
- Confident in forming and defending well-reasoned opinions
Required Skills & Qualifications
- 6 months to 1 year of experience supporting Windows applications
- At least 6 months experience handling inbound calls for global tech support
- Bachelor’s degree in Computer Science or equivalent hands-on experience
- Excellent communication and interpersonal skills
- Ability to manage difficult customers professionally
- High telephone usage and call handling efficiency
- Strong understanding of Microsoft or Linux server environments
- Familiarity with Active Directory and Microsoft Exchange
- Good knowledge of networking protocols (TCP/IP, DNS, DHCP, WINS)
- Solid problem-solving ability even without visual access to client systems
- Fast learner with excellent organizational skills
- Experience troubleshooting cloud backups and hosted Exchange in Windows/macOS
- Experience setting up mail on Android/iOS devices
- Strong computer literacy and multitasking abilities
Preferred (Not Mandatory)
- Microsoft Certifications
- Knowledge of:
- Intune (Endpoint Management)
- Azure AD Connect
- SharePoint/OneDrive
- MS Teams
- Dynamics 365
- Familiarity with antivirus software and network security best practices
Apply now before the link expires:
Click here to apply for OpenText Recruitment 2025
Note: Only shortlisted candidates will be contacted via email or phone for the next steps in the interview process.
