opentext Hiring for Manager, Technical Support at Hyderābād Full Time

Technical Support Manager

The opportunity:
Reporting to a Sr. Manager /Director – Customer Support, the primary responsibility of this position is to oversee the operations of some of the Support teams, supporting OpenText Enterprise products for supporting Global customers. This includes managing the team managers and team members, prioritizing and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.

Job Description:
Technical Support Manager is a critical role, enabling the business unit to work most effectively with internal and external stakeholders in a hyper-growth environment. This is a facilitative role that requires a combination of focus and flexibility, as well as a willingness to play an active, behind-the-scenes role. The role requires a highly resourceful individual with strong emotional intelligence, self-motivation, integrity, and a willingness to put the company’s interest above all else.

Primary Responsibilities:
Representing OpenText acting as first point of contact for technical inquiries within the enterprise space specific to some of OpenText’s software solutions.

Deliver results under tight deadlines, without sacrificing a high standard of quality and detail.

Working with GTS customers and driving proactive support solutions. Focused on avoiding problems before they happen.

Mentor Customer Support team both in office and remote.

Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers appraised of the progress.

Develop or work with standard operating procedures for the Open Text GTS team.

Participate in Human Resource activities such as hiring, performance management, training, etc.

To keep GTS India COE Senior Management advised of all problems and potential problems.

To provide leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text.

Review periodically case volume, alert the system if volume spikes by certain agreed threshold limit and work with Business Service Delivery leaders on the observations to create a plan to arrest in timely manner

Put together Weekly, Monthly and Quarterly business review to go over the business KPI performance, Action plan and track improvements

Skills Required:
Innovative mindset to make recommendations towards finding creative solutions.

Ability to establish and maintain strong relationships with a variety of internal and external roles, from technical contributors to senior management

Excellent written and verbal communication skills

Strong negotiation and objection handling skills

Ability to effectively manage crisis situations

Ability to manage customer expectations clearly, concisely, and in summary format

Ability to effectively identify and manage a list of issues from inception to resolution

Understanding of cross-functional relationships and processes critical to driving issue resolution

Experience Required:
Ideal candidates will have at least 10-12 years of experience in Enterprise Customer Relationship, Escalation Management and/or Account Management, plus one or more of the following areas:

Graduate or higher qualification

Experience working on OT Products will be an advantage

Willing to work in 24*7 Shift (added with on-call responsibilities as needed)

Technical Support Services delivery

Technical Customer Success Management

Experience working with relational DBMS (MS SQL Server to be specific)

Good at Excel and PPT

Knowledge on Enterprise Technologies

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.