Production Support Specialist

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: 

OpenText is currently seeking a Production Support Specialist responsible for providing exceptional customer service and technical support to OpenText 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, 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. 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 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.

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.

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office to maintain a safe workplace for our employees.