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Supervisor, Customer Support

Req id:  4212

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

 

This position is responsible for the professional development of a small to medium team of direct reports to improve overall job satisfaction and employee performance, as well as help to meet business objectives and team goals to drive customer satisfaction.


What it takes: 


Provide guidance and resources to manage all aspects of professional development by facilitating appropriate training, coaching and collaborative performance feedback. 
Work collaboratively with employees; may become actively involved, as required, to meet schedules, operational objectives and resolve basic problems. Exercise judgment within defined procedures and policies and consult with senior leader to determine appropriate action. 
Cascade objectives, goals and due dates for assignments. Provide direction to employees according to established policies and management guidance. 
Use honest communication to articulate the team's goals, procedures, policies, schedules and results. Hold monthly meetings, at a minimum, to discuss all corporate and organizational messaging. 
Measure individual and team performance against individual, team, organizational, company goals and provide feedback. 
Help in evaluating individual and team training needs and collaborate with appropriate leaders to facilitate isolated training sessions. 
Assist with resource management by collaborating with HR, interviewing and assessing suitable candidates to recommend appropriately qualified personnel. 
Help in promoting corporate and/or organizational Career Planning Programs.

 

You are great at:


Experience of team supervision, with a senior leader assistance in IT industry
Capable of working in high pressure situations involving escalated issues. 
Have a good idea of how Customer Support KPIs are interconnected and how they could affect the service delivery and decision making. 
Knowledge of the techniques of problem solving and decision making to resolve problems. 
Presenting written communication in appropriate formats with good grammar and punctuation. 
Instructing, coaching and mentoring to improve performance and employee development. 
Recognizing and resolving conflict through collaboration and consensus.
Give instructions and measure the accomplishment of a task. 
Is familiar with report generating principles and techniques (Excel skills). 

 

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.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »