Sr. 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: 

As a Senior Production Support Specialist, you will serve as the customer contact for questions on usage, functionality, and problems encountered with OpenText's On Demand Messaging services. You will be responsible for providing technical support to OpenText customers via phone and/or electronic format for various OpenText products and services. You will also diagnose and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of OpenText Fax2Mail/Message products within the established guidelines. You will also collaborate with internal OpenText teams to deliver a positive end solution for the customer.

YOU ARE GREAT AT: 

• Effectively communicating technical solutions to customers who may or may not be Telecommunication savvy and professionally handle high volumes of customer inquiries.
• Delivering technical solutions to the customer within the set goals for Response Times, Resolution Times, Customer Satisfaction and First Contact Resolution etc.
• Displaying end-to-end case ownership, from the time the problem is reported until the resolution is delivered to the customer.
• Effectively owning and/or coordinating service requests, for issues outside their scope, with other teams until closure.
• Mentoring and training associate level Technical Support Specialists.
• Identify product defects or enhancements and work with the Advanced Resolution group for resolution.
• Havihng a good understanding of all OpenText Fax2Mail and Message Reach products and service offerings within the environment they operate.
• Being responsible in handling customer escalation in the absence of team's supervisor and/or manager as required.

What it takes:

• Good problem solving, analytical and organizational skills.
• Strong troubleshooting skills
• Detailed understanding of IT Internet Protocols and Communication Concepts
• Flexibility to work the night shift, shift rotation, (when necessary)
• Good customer orientation and can work under pressure.
• Excellent communication skills both written and verbal.
• The ability and initiative to solve problems and determine appropriate solutions. 

OpenText's 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.