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Production Support Specialist

Req id:  21104

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.  

 

 

We are currently seeking a Production Support Specialist responsible for providing exceptional customer service and technical support to 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. 

 

RESPONSIBILITIES

  • 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

 

REQUIRED SKILLS AND EXPERIENCE

  • 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 understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.


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.

Join OpenText today.

Apply now »