German Associate 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:

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.