The opportunity :
OpenText enables the digital world as the global leader in Enterprise Information Management, both on premises or in the cloud.
We embrace all things digital and are committed to being the Best Place to Work for our Employees in over 140 locations around the world.
We obsess over our customers to ensure they are wildly successful in embracing the Digital World. Our customers entrust us with their most important information, we need to be their most trusted partner.
What we do, we do well. What we create, we do purposefully to impact the world. If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.
You are great at :
Representing OpenText acting as first point of contact for all technical inquiries regarding ECM 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.
Using professional / technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project / function.
Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
What it takes :
2-3 years previous experience working within a technical support environment
Focused on scoping problems and strong troubleshooting ability
University / College degree within a related discipline or equivalent work experience
Solid foundation working with Windows OS, and any scripting, (ie. Java, SQL, CGI, Perl, .NET or C++)
Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
Experience working with relational DBMS (Oracle, MS SQL Server)
Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
Proven experience working in a fluid environment that is ever growing and changing
Strong ability to multi-task and prioritize work effectively
Positive attitude, patience, understanding, dedication and commitment
Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.