Product Support Specialist Hit enter to view the job description

OPENTEXT
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

YOUR IMPACT

As a Product Support Specialist, you will take the knowledge and experiences you have gained to resolve difficult customer and partner issues and contribute to the overall growth of the business. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will:

We are looking for people who are interested in continued growth in their technology career with OpenText. An ideal candidate will invest in this job as the true career opportunity it is. A successful Product Support Specialist is a person who is a self-starter, who can navigate difficult situations and conversations with a professional attitude and seeks opportunities to improve the customer experiences we provide.

WHAT THE ROLE OFFERS

• 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.

• 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 internal and external teams on technical escalations, bug and a feature request
• Become trained to support additional products within the OpenText product suite
• Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed
• Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions.

WHAT YOU NEED TO SUCCEED

• Ideally 2-4 years' experience supporting Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications

• AS, BS or BA degree in a computer related field preferred. Equivalent work experience will be accepted in place of the education requirement.
• Knowledge of Active Directory, Microsoft Exchange and SQL
• Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP).
• Proficient with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
• Ability to organize and manage multiple priorities.
• Must have excellent spoken and written communication skills

ONE LAST THING

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.