About this role
OPENTEXT - THE INFORMATION COMPANY 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. AI-First. Future-Driven. Human-Centered. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.
Your Impact: Our Sr. Technical Support Specialist position offers you an opportunity to learn exciting technologies which would enable you to support our customers. Critical thinking is something that you’ll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported. What the role offers:
• Representing OpenText acting as first point of contact for all technical inquiries regarding Data Protector and its integration into external environments. • Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, 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, phone-based activities, and schedule adherence. • Show an understanding of the customer environment and product, enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly. • Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution. • Collaborating on cross-team and cross-product technical issues with a variety of resources including 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. What you need to succeed:
• Min. [2 yrs for P1 | 5 yrs for P3, 8+ yrs for P4] years previous experience working in a technically focused environment • Experience on scoping problems and strong troubleshooting, negotiating and change management abilities • University/College degree within a related discipline and/or equivalent work experience • Self-motivated individual, Works with little or no supervision, a critical thinker with an understanding on Customer Satisfaction • Excellent Verbal and Written Communication, with a strong attention to detail mindset • Knowledge on Customer Support, SLAs, KPIs and Escalations. • Willingness to work on a 24x7 shift rotation • Content Viewing Support | OpenText Intelligent Viewing | OTDS | RabbitMQ | Windows & Linux Administration | Web & Application Servers | Database Troubleshooting | API Integrations | Security & Authentication | Performance Analysis | Incident Resolution.
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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.