Lead Technical Support Specialist - Intelligent Capture

OPENTEXT - THE INFORMATION COMPANY

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. 

The opportunity:

The OpenText (Intelligent Capture) technical support team is currently looking for a technically dynamic and resourceful individual who can provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the Intelligent Capture suite of products within complex customer environments, while suggesting techniques and tools for application development. The successful candidate will be working in a high performing team to reach a common goal, that is customer success.

You are great at:

• Representing OpenText, acting as first point of contact for all technical inquiries.

• Isolating, reproducing, and analyzing complex or escalated support issues and working those issues to resolution.

• Managing delicate customer relationships, utilizing exceptional written and verbal communication skills (via telephone or email) while demonstrating a high level of customer focus and empathy

• Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.

• Showing 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.

• Acting as the key point of contact for customers and reporting to management with summaries of escalations, while maintaining and updating a record in a case management system including resolution.

• Collaborating on cross-team, cross-organization, 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. Coaching and sharing knowledge with others as whitepaper or training.

• 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.

• Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it takes:

• 8+ years previous experience working within a technical support environment or similar.

• University/College degree within a related discipline or equivalent work experience.

• Very good working knowledge on Windows OS with focus on Services, logs and registry.

• Development (Programming/scripting SQL, JSON (REST), .NET or C++) experience

• Experience in relational DBMS preferably MS SQL Server

• Knowledge of Windows IIS

• Knowledge of network protocols (TCP/IP, NFS, DNS)

• Strong understanding of security, cryptographic and authentication protocols (TLS, SSL, Kerberos, AD, LDAP)

• 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

• Strong communication skills both verbal and written

• Troubleshooting skills, positive attitude, patience, understanding, dedication, commitment, and Teamwork is a must have.

• Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge

• As a 24x7x365 organization; shift work, holidays and on-call responsibilities may be required.

Nice to have:

• Hands on experience working with a capture solution

• Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)

• Enterprise Content Manager product experience an asset (Examples: OT Content server; Documentum)

• Cloud experience (Azure, AWS, GCP)

• MS Clustering set up and Configuration

While OpenText is an Equal Opportunity Employer, our 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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.