Opentext is hiring for Software Engineer

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Ideally, 1-2 years' experience supporting Windows Server environment.
Minimum 6 months of answering Inbound call experience for supporting global customers.
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.

Assist customers with live and deferred transactions via phone and email with technical support inquiries.
Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues.
Learn the technical architecture of company products.
Work independently to solve customer issues and own case work by diagnosing, troubleshooting, and resolving 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, bug and a feature request
Assist customers and alliance partners troubleshoot and successfully complete disaster recovery tests within a scheduled window of time