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Customer Support Representative

Req id:  21374

Broomfield, CO, US

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

Frontline Engineers are responsible for providing excellent customer service to Webroot customers by receiving and responding to inbound communications via phone and ticket system.  Frontline engineer’s tasks include troubleshooting both technical and account related issues, reporting on potential product bugs, and providing best in class support.

Customer Support hours are Monday to Friday either 7:00am to 4:00pm or 9:30am to 6:30pm. 

 

**Flexible First Work Policy, 2 Days in Office Per Week, Work From Home Otherwise**

 

You Are Great At

 

 

Your First Six Months:

  • Troubleshoot and resolve common customer issues
  • Assist customers on the phone and ticketing systems simultaneously
  • Properly escalate cases to the appropriate team

Six to Twelve Months and Beyond:

  • Identify and create product bugs
  • Meet or surpass all individual performance metrics
  • Provide assistance to other team members
  • Begin to create/suggest standard customer responses

 

Key Challenges to Overcome

 

 
   

 

Frontline Engineers are empowered to use their critical thinking and troubleshooting skills to efficiently assist a large number of customers.  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 Webroot.

 

What It Takes


 

What will make you successful at OpenText:

  • A track record of good judgment and decision-making in positions with significant responsibility
  • Highly autonomous and able to independently identify high value projects and drive them completion
  • Demonstrated leadership capability in cross-functional 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:

  • Strong analytical and critical thinking skills
  • Technical proficiency in: Windows, Mac OS, desktop applications, networking, security, and web applications
  • Strong oral and written communication skills
  • Excellent grammar skills
  • Bachelor’s Degree in a technical field or equivalent experience
  • 1-3 years’ experience in a technical support and customer centric environment 
  •  

 

For Colorado residents, this job is expected to pay in the range of $18 to $19 in addition to a comprehensive and competitive group benefit and healthcare plan. Individual compensation will be determined based on skills and experience comparable to the job requirements.

 

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 accomodationrequests@opentext.com).


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.


Nearest Major Market: Denver

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