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.
The Opportunity
As a Technical 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:
Achieve high levels of customer satisfaction when responding to customer requests via phone or email
Troubleshoot technical issues with the tools and skills after product training, often working with issues that could not be resolved at previous support levels
Ensure customer has best product that suits their needs
Participate in the content creation lifecycle for support documentation
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 Associate Technical 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.
You are great at:
Assist customers with live and deferred transactions via phone and email with technical support inquiries.
Provide Level 1 technical troubleshooting on issues related to basic configuration and setup.
Understanding customer’s business impact and capturing environmental details.
Collaborate with Tier 2 & 3 engineers on escalations team 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.
Good at multitasking to 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.
Learning multiple product and technologies to support various SMB customers.
Learn and understand how to 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.
Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with other levels and Management as needed, to review data, identify solutions, and assist with implementation.
Continued use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions.
Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy).
Remain updated on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role.
learning new tools, process, and product.
Great at convincing people (customers) skills.
What it takes:
Ideally, 2-5 years’ experience on relevant technologies supporting Windows Server environment.
Focused on scoping problems and strong troubleshooting ability
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.
Knowledge on mail configuration on android/IOS mobile devices
Knowledge on Microsoft 365 Admin Center experience
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.
University/College degree within a related discipline
Willingness to work in shifts during weekdays and on-call during weekends
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.
Represent OpenText acting as first point of contact for all technical support inquiries
ticket 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
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.
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