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Production Support Specialist

Req id:  21111

Broomfield, CO, US



Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.





The Opportunity


OpenText/Webroot is currently seeking a Business Frontline Engineer responsible for providing exceptional customer service and technical support to OpenText/Webroot customers. This is a fast-paced, dynamic and challenging role where you will work with teams across the global organization to deliver world class service. 


You Are Great At

  • Provide customers with professional solutions and offer continuous assistance, as needed, through various media types (online support, telephone and remote assistance)
  • Analyze customers’ reported issues to provide easily understood answers for our customers and partners
  • Collaborate with team members to explore all available options towards first contact resolution
  • Maintain professionalism at all times, especially during difficult or unfamiliar situations
  • Thoroughly document new and emerging issues as they are discovered and based on existing guidelines 
  • Escalate customer concerns to global escalation team or leadership as necessary
  • Maintain ownership and management of all calls taken, including responsibility for the resolution, escalation and/or final response to close out issue
  • Assist with development of technical solutions to be posted to both internal and external knowledge base
  • Assist with escalation situations as directed by supervisor
  • Provide On-Call support once every 10-12 weeks as scheduled


What It Takes

  • Bachelor’s degree in a technical field or equivalent experience
  • 3-5 years’ experience working in a call center environment
  • 2-4 years’ experience resolving complex product issues
  • Technical proficiency in: Windows desktop and server, Citrix and VMWare, Mac, Android, iOS, networking, desktop and web applications, cybersecurity and security software
  • Excellent customer service skills addressing the needs of both the external and internal customer with strong communication and process skills
  • Excellent grammar skills (both written and oral)
  • Collaborative team player and possesses the ability to work with diverse personalities


At OpenText/Webroot, we do more than secure our customers' personal computers, mobile devices and networks. We also nurture our employees' most critical assets – their talents, experience, and career aspirations. OpenText/Webroot has the energy of a start-up with the strength and stability of an Internet security market leader. We foster the innovative culture you'd expect of a company that's making a statement. OpenText/Webroot is a company in which you can invest yourself fully, knowing that you're not only protecting our customers around the world, but also that your talents and innovation will be recognized and rewarded. We encourage you to learn more about us and explore our job openings. Secure your future. Ensure the same for your career.



For Colorado residents, this job is expected to pay in the range of $50,000 to $52,000 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.



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 race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity and Employee Polygraph Protection Act


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. 

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. 

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.

Join OpenText today.

Nearest Major Market: Denver

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