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 an Associate 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.
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.
Learn the technical architecture of company products.
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 Tier 2 and Tier 3 engineers on technical escalations, bug and a feature request
Assist customers and alliance partners troubleshoot and successfully complete disaster recovery tests within a scheduled window of time
Become trained to support additional products within the 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.
Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.
WHAT YOU NEED TO SUCCEED:
Ideally, 1-2 years' experience supporting Windows Server environment.
Minimum 6 months of answering Inbound call experience for supporting global customers.
AS, BS or BA degree in a computer related field preferred. Equivalent work experience will be accepted in place of the education requirement.
Must possess highly developed interpersonal and communication skills, and the ability to work with an extensive variety of customers. Must be able to work with difficult customers and situations and still maintain a high level of customer satisfaction. Must be able to maintain a professional demeanor when working with difficult or challenging customers. Heavy telephone usage.
Experience with configuration and implementation of Microsoft and/or Linux based servers.
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.
Excellent learning skills.
Experience with troubleshooting 365 and hosted exchange applications with Windows/Mac OS environments (To include but not limited to Outlook, Teams, OneDrive, Sharepoint, Intune)
Experience with mail configuration on android/IOS mobile devices
Microsoft 365 Admin Center experience
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 athr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.