Product Support Specialist - Waterloo, Canada - Open Text Corporation

Open Text Corporation

Verified Company

Waterloo, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Product Support Specialist (Linux):

Req id: Waterloo, ON, CA
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.

The Opportunity

As a Production Support Specialist, you will take the knowledge and experiences you have gained as an Associate Production Support Specialist to resolve difficult customer issues and contribute to the overall growth of the business and your peers.

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:

Troubleshoot technical and nontechnical issues with the tools and skills after product training, often working issues that could not be resolved at previous support levels
Ensure customer has best product that suits their needs
Provide guidance to fellow Customer Support Representatives
Participate in the content creation lifecycle for support documentation

-
You are great at:

Providing advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues
Learning the technical architecture of Opentext products
Properly escalating cases to the appropriate teams as needed based on issue complexity and process documentation. Working closely with these teams to identify new trends/resolutions
Working independently and properly managing assigned cases with proactive case management best practices and close the loop on escalations to other teams
Assisting 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
Assisting fellow representatives with live assistance to facilitate issue resolution. Utilizing existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with Customer Support Management as needed, to review data, identify solutions, and assist with implementation
Participating in the Customer Support Mentor Program where you will provide specific guidance to fellow representatives on targeted opportunity areas. Clearly communicating results of mentor sessions and proposed next steps to Customer Support Management
Using support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions
Achieving our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy)
Assisting 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
Assisting Engineering and Development teams by reporting issues, reproducing issues, "dogfooding," and testing provided patches
Remaining current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role
Participating in outbound campaigns and additional projects that further strengthen Customer Support efforts as needed

What it takes:

Familiarity with LINUX or another form of command line UNIX.
You enjoy learning about new technologies and teaching others about them.
Ability to interact with people and can adjust your communication style based on their individual needs
Ability to navigate difficult conversations with customers
Passionate about resolving customer issues and making a proactively resolving issues for future customers
Quick learner and follows process
You will not be satisfied until you are an expert in what you do
Strong focus on continuous improvement and career progression
You are a key team contributor, and promote a positive team environment and team growth
Able to manage the various daily duties with a smile
A track record of sound judgment and decisionmaking
Highly autonomous and able to independently identify high value projects
Demonstrated leadership capability in crossfunctional team environments
High degree of comfort with complex technical environments
Able to articulate an informed opinion on important topics