Customer Support Representative - Waterloo, Canada - opentext

opentext
opentext
Verified Company
Waterloo, Canada

4 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

OPENTEXT - THE INFORMATION COMPANY
Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world.

We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.


The Opportunity:


As a Customer Support Representative, you will find yourself in one of the most highly supported positions in the business world.

With great training, effective leadership, smart processes, timely communication, regular coaching and peer support on the floor, you will be spared no effort to help you be successful.


You will:

  • Troubleshoot technical and nontechnical issues with the tools and skills after product training
  • Ensure customer has best product that suits their needs
Specific Objectives and Responsibilities

  • Successful completion of consumer and small business products and troubleshooting process training.
  • Learn to effectively utilize all support resources including CRM, Customer Account Information, KnowledgeBase, Training Materials, etc.) to think critically and resolve assigned customer interactions.
  • Strive to achieve established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy) and other KPI's as identified.
  • Assist in documenting new resolutions and ensuring existing support documentation are up to date
  • Collaborate with other team members on solutions for customer inquiries.
Key Challenges to Overcome

Customer Support Representatives are empowered to use their critical thinking and troubleshooting skills to efficiently assist a large number of customers in an ever-changing environment.

Our team prides itself on our multi-tasking abilities and our best-in-class customer satisfaction score.

This opportunity will provide technical understanding into how we protect our customers that can be used to progress your career at Opentext.


You are great at:

  • 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.
  • Properly manage assigned cases and close the loop on escalations to other teams.
  • 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.
  • Assist fellow representatives with live assistance to facilitate issue resolution. Utilize 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.
  • Participate in the Customer Support Mentor Program where you will provide specific guidance to fellow representatives on targeted opportunity areas. Clearly communicate results of mentor sessions and proposed next steps to Customer Support Management.
  • 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).
  • Assist Engineering and Development teams by reporting issues, reproducing issues, dogfooding, and testing provided patches.
  • Remain current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role.
  • Participate in outbound campaigns and additional projects that further strengthen Customer Support efforts as needed.

What it takes:

  • You enjoy learning about new technologies
  • Ability to interact with people and can adjust your communication style based on their individual needs
  • Passionate about resolving customer issues
  • Quick learner and follows process
  • You won't be satisfied until you are an expert in what you do
  • Strong focus on continuous improvement and career progression
  • Be a key team contributor and promote a positive team environment
  • Be able to manage the various daily duties with a smile
  • A track record of 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
  • Having and being able to articulate/defend an informed opinion on important topics

Skills & Experience:

  • Passion for providing quality customer service and technical support
  • Demonstrate strong analytical and critical thinking skills
  • Demonstrated ability of typing with a speed of 30 words per minute
  • Strong verbal and wri
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