Product Support Specialist - Waterloo, Canada - opentext

Description

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:

• Achieve high levels of customer satisfaction when responding to customer requests via phone or email

• Troubleshoot technical and non-technical 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

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 Production 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:

• Assisting customers with live and deferred transactions via phone and email with account based and technical support inquiries

• 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:

• A strong grasp of how email works and flows between devices/services.

• 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 decision-making

• Highly autonomous and able to independently identify high value projects

• Demonstrated leadership capability in cross-functional team environments

• High degree of comfort with complex technical environments

• Able to articulate an informed opinion on important topics

Skills & Experience:

• Passion for providing quality customer service and technical support

• Demonstrated strong analytical and critical thinking skills

• Technical proficiency in: Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications

• Strong verbal and written communication skills

• Experience in a training/mentoring role is preferred

• Associates Degree in a technical field or equivalent experience is preferred

• 2-4 years' experience in a technical support and customer centric environment

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