Technical Support Specialist-OT VIM

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:

Want to work with 85% of the world’s top brands and more than 100,000 customers in 140 countries? With OpenText Customer Support you have the chance to help our customers use our world class software and making them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere.

For more than two decades, OpenText™ has produced innovative online solutions that change the way organizations conduct their business and the way people gather, store and use information. Our Enterprise Information Management (EIM) technology is leading the industry. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation.

You are great at:

• Represent OpenText acting as first point of contact for all technical support inquiries

• Incident management and collaboration with other teams while adhering to SLA’s and KPI’s

• Utilize exceptional written and verbal communication skills while supporting customers 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

• Collaborate with various stakeholders to act as a trusted customer advocate

• Test Open Text product issues in various environments for validation and solution purposes.

• Author technical documents for inclusion in the Knowledge Base

• Report software bugs and customer suggestions to SME

• Manage Escalations and work with Escalation Manager as a point of contact.

What it takes:

• 8+ years of prior experience working on relevant technologies

• Focused on scoping problems and strong troubleshooting ability

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

• Willingness to work in shifts during weekdays and on-call during weekends

TECHNICAL SKILLSET

• 4+ years of hands-on experience working on OpenText VIM

• Strong skills in SAP workflow and ABAP Programming

• 3+ years previous experience working within a technical support environment

• Experience with SAP R/3 and S4/HANA

• Strong skills in ALV Report Development

• Working Knowledge in SAP FI/MM modules (Technical) and business processes

• Experience with SAP Fiori and Web services

• Experience in dialog programming, building custom screens and transactions

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 hr@opentext.com.