Technical Support Specialist - German Speaker

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

Production Support Specialist serves as the customer contact for questions on usage, functionality, and problems encountered with OPENTEXT products and services. In addition, the position will require increased roles in day-to-day customer relations, escalations, and requirements concerning the training/technical knowledge for those specialists within the same customer grouping.  The candidate must possess strong analytical and troubleshooting skills and excellent communication skills, both written and verbal.  They must display expertise with the product offering and environments in which they operate.

Key Job Functions and Performance Areas

• Provide production monitoring of data, error analysis, and serves as the customer contact for questions on usage, functionality and problems encountered with products and services.

• Provides technical support responding to case service levels, providing production support, effectively analyzing issues, providing issue resolution, and customer notification. Recreates customer issues & escalates to appropriate level.

• Actively participates in self-improvement, process, and technology training programs.

• Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers.

• Perform other/additional duties and projects that may be periodically assigned.

• May require on-call and weekend rotation

• Mentor and train lower-level Product Support Specialists.

• Submit and write new content to knowledge base, approve complex knowledge articles

• Assigned to more complex customers/products

Requirements & Key Competencies

• College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.

• Must demonstrate very good problem solving, analytical and organizational skills.

• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy.

• EDI knowledge preferred.

• Must be able to exhibit OPENTEXT core values and beliefs.

• Good customer orientation and can work under pressure.

• Has moderately high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions.

• Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision.

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

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against Covid 19 in order to enter an OpenText office. Accommodations may be available.