Together Carbonite and Webroot formthe SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world.We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.
Specific Objectives and Responsibilities
Your First Six Months:
Training provided for primary product support (Server or AMR)
Learn the technical architecture of Carbonite's products.
Become fully acquainted with Carbonite's culture, values, and work environment.
Become familiar with the types of people and organizations making up our customer base.
Provide technical and non-technical product support to Carbonite customers.
Work independently to solve customer issues and own casework.
Manage an open caseload while maintaining high levels of customer satisfaction.
Diagnose, troubleshoot, and resolve software, application, hardware, data transport, and network issues related to service and product offerings.
Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements.
Work with Tier 2 and Tier 3 engineers on technical escalations, bugs and a feature request.
Assist customers and alliance partners in troubleshoot and successfully complete disaster recovery tests within a scheduled window of time
Six to Twelve Months and Beyond:
Assist in documenting new and known issues with senior resources.
Collaborate with senior resources to improve processes.
Gain wider experience in the range of products supported.
Become a subject matter expert on a process or specific product.
Submit content creation to be published to the Knowledge Base.
Be trained to support additional products.
Ownership of customer cases with minimal escalations needed to Tier 2 and Tier 3 engineers.
Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed.
What will make you successful at OpenText:
A track record of good judgment and decision-making in positions with significant responsibility.
Ability to independently identify high-value projects and drive them to completion.
Demonstrated leadership capability in cross-functional team environments.
High degree of comfort with complex technical environments.
Having and being able to articulate/defend an informed opinion on important topics.
Skills & Experience:
Ideally, 1-2 years experience supporting Windows Server environment.
AS BS or BA degree in a computer-related field preferred. Equivalent work experience will be accepted in place of the education requirement.
Must possess highly developed interpersonal and communication skills, and the ability to work with an extensive variety of customers. Must be able to work with difficult customers and situations and still maintain a high level of customer satisfaction. Must be able to maintain a professional demeanor when working with difficult or challenging customers. Heavy telephone usage.
Experience with configuration and implementation of Microsoft and/or Linux-based servers.
Knowledge of Active Directory, Microsoft Exchange and SQL
Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP).
Ability to analyze technical problems without visual contact with the machine.
Excellent learning skills.
Ability to utilize available resources to the fullest; must have excellent computer skills.
Ability to organize and manage multiple priorities.
Demonstrable ability to define problems, gather data, establish facts, and draw valid conclusions.
Adept at articulating and responding both verbally and in writing to common inquiries or complaints from customers and partners.
Must have excellent spoken and written communication skills and speak English. Spanish, French, or German language proficiency is a plus.
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to:Family and Medical Leave Act (FLMA),Equal Employment OpportunityandEmployee Polygraph Protection Act
