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.
Lead Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective. Our Lead Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as you’ll work on unique customer issues to provide resolutions.
You are great at
Represent OpenText acting as first point of contact for all technical support inquiries
Incident management and collaboration with other teams while adhering to SLA’s and KPI’s
Utilize exceptional written and verbal communication skills while supporting customers while demonstrating a high level of customer focus and empathy
Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys
Collaborate with various stakeholders to act as a trusted customer advocate
Test Open Text product issues in various environments for validation and solution purposes.
Author technical documents for inclusion in the Knowledge Base
Report software bugs and customer suggestions to SME
Manage Escalations and work with Escalation Manager as a point of contact
What it takes
8+ years of prior experience working on relevant technologies
Focused on scoping problems and strong troubleshooting ability
University/College degree within a related discipline or equivalent work experience
Willingness to work in shifts during weekdays and on-call during weekends
4+ years of hands-on experience working on OpenText VIM
Strong skills in SAP workflow and ABAP Programming
3+ years of previous experience working within a technical support environment
Experience with SAP R/3 and S4/HANA
Strong skills in ALV Report Development
Working Knowledge in SAP FI/MM modules (Technical) and business processes
Experience with SAP Fiori and Web services
Experience in dialogue programming, building custom screens and transactions
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. Should you require accommodations during the selection process, please contact [email protected].
Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.