Technical 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
A Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to provide exceptional technical customer support in a challenging and rewarding environment. You will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Your focus will be supporting the Archive Server Data Archiving solution within complex customer environments, while suggesting techniques and tools for application development.

WHAT THE ROLE OFFERS
• Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
• Providing customer support via phone, email, chat, and remote assistance, using strong communication skills and a customer-focused, empathetic approach.
• Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.
• Performing in-depth analysis of customer issues to help determine causes, workarounds, and solutions which may or may not be related to OpenText products directly.
• Acting as a key point of contact for customer follow up and incident management, while maintaining ServiceNow with updates and resolution.
• Collaborating across teams and products to address technical issues, working with development to document software defects and customer suggestions
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
• Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.

WHAT YOU NEED TO SUCCEED
• 2+ years previous experience working within a technical support environment
• University/College degree within a related discipline or equivalent work experience
• Solid foundation working with Windows and Linux OS, and any scripting, (ie. Java, SQL, CGI, Perl, .NET or C++)
• Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
• Experience working with relational DBMS (Oracle, MS SQL Server)
• Understanding of Networking and network technology
• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
• Proven experience working in a fluid environment that is ever growing and changing
Strong ability to multi-task and prioritize work effectively
• Demonstrating a positive attitude, patience, dedication, and commitment, along with strong attention to detail, quick learning ability, and a thirst for knowledge

ONE LAST THING:
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

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.