German Associate Support Specialist
Cork, C, IE
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:
Customer Support professionals deliver high quality technical support to our Messaging and Managed Services clients requiring the resolution of all issues/requests in their native language.You will be required to collaborate with cross-functional teams to ensure that Service Levels are met, and customer satisfaction is achieved.
You are great at:
- Provide technical support to Managed Services and Messaging clients.
- Maintain ownership of escalations to Tier 2, managing client expectations and closing the loop with corrective and resolution actions.
- Provide training, guidance and advice when appropriate.
- Meet and exceed departmental performance metrics including quality of contact and accuracy of documentation, first contact resolution and direct client satisfaction.
What it takes:
- Fluent German and English. Basic knowledge of French is a big bonus
- Customer support experience and orientation – either face to face or over the telephone.
- Strong team player with experience of a multilingual environment.
- Good analysis & troubleshooting skills
- Excellent communication (written and verbal in all languages) skills
- Maintains effective work behaviour in the face of setbacks or pressure.
- Knowledge of area’s such as data communications, EDI, XML
- Willingness to work outside of normal working hours, if required
- University/College degree within a related discipline or equivalent work experience desirable
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.