Consumer Support Representative
OpenText Corp
Waterloo, ON, Canada
6d ago

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital.

Be part of a winning team that leads the way in Enterprise Information Management. #LI-POST

The opportunity :

As an Application Support Agent, you will find yourself in one of the most highly supported positions in the business world.

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

Achieve high levels of customer satisfaction when responding to inbound customer requests via phone, chat or email

Troubleshoot technical and non-technical issues with the tools and skills that we will provide in a 3-week training

While helping customers, make extra cash by identifying products and services that our customers need and then close the sale

Take personal ownership for the customer experience to help influence their decision to renew or expand upon products and services they have with us.

Overcome pre-existing frustrations when needed

We are looking for people who are not merely interested in a job, but rather are passionate about their profession. The ideal candidate will invest in this job as the true career opportunity it is.

A successful Application Support Agent is a person who is at their desk and on time every day, ready to solve problems, meet the varying requirements of the role and be a good teammate.

You are great at :

Rapidly increase your proficiency and self-sufficiency, with all aspects of the role

Stay on top of all information alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role

Become an expert in when and how to escalate customer requests to Tier 2 support, providing actionable information and appropriate documentation for the next agent to efficiently pick up and resolve the issue

Achieve progress with your ability to sell needed and relevant products to the customers you are helping

Assist in documenting new resolutions and ensuring existing knowledgebase articles are up to date by engaging in our Knowledge Centered Support (KCS) process

Respond to internal employee satisfaction surveys to help us create the most effective environment for our staff

Passionately pursue continuous improvement. Collaborate with your manager, peers and other co-workers, to improve everything that we do.

This includes advanced learning opportunities and technical certifications.

Demonstrated ability to properly use all tools to process and document all customer issues

Meet Quality and Customer Satisfaction metrics

Engage in and demonstrate, team building, collaboration, and urgency for customers, coworkers and your manager. We are better together!

What it takes :

In order to succeed the candidate will need to demonstrate the ability to adapt to an ever-changing environment. Vital to this role is maintaining a positive attitude in all interactions and ensuring customer issues are fully resolved.

Daily activities and processes can be dynamic as are the needs of the customer. Being able to positively adopt to a changing environment is essential for success.

A successful agent will be able to manage the various daily duties with a smile. Success at Carbonite is transparent as comprehensive metrics measure daily performance.

Skills & Experience :

Passion for providing quality customer service, technical support, and upselling / sales

Strong familiarity and / or strong aptitude for learning Microsoft Windows and Apple / Mac operating systems; including both hardware and software configuration at a Consumer-grade

Demonstrated problem solving skills

Excellent demonstrated fluency with English verbal and written communication skills with ability to communicate effectively with a wide variety of personalities and situations

Demonstrated ability of typing with a speed of 30 words per minute

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of sex, national origin, disability or race.

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