Associate Support Technician

Zix | AppRiver is now an OpenText company!  As a trusted leader in productivity, email security and compliance solutions for businesses of all sizes, we continue to help guide our customers through challenging cyber risks to ultimately find even greater opportunities. While we're passionate about helping our customers succeed in the business world, we're also looking to expand our growing workforce in order to better help our customers scale.

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The Opportunity:

Zix | AppRiver is looking for an Associate Technical Specialist to join our team. In this role you will provide phone and web technical support to customers, channel resellers and managed service providers (MSPs) that use or resell the company’s services. You will be assigned problems that cannot be resolved by the front line technical support team or that require specialized skills or knowledge. You will need exceptional interpersonal communication, negotiation, and conflict resolution skills are required. Must be willing to take ownership of a problem until the issue is resolved, be customer service focused, easily motivated to expand your knowledge and share with other employees, eager to embrace new challenges, and be a self-starter.
 
What you can expect:

• Assist customers, partners, and coworkers in resolving highly complex technical issues associated with our services.   Communication with customers is through phone, email, chat, remote desktop, and/or ticketing system.
• Responsible for an exceptional level  of customer satisfaction, as demonstrated through attitude, technical expertise, timeliness, integrity, availability, and responsiveness. 
• Researches, troubleshoots, diagnoses, classifies and resolves the most escalated customer technical issues in accordance with committed standards of service level agreements and/or customer service policies and procedures. 
• Make product or process improvement recommendations when needed and work cooperatively with support peers, installation engineers, Quality Assurance, and DevOps engineers to ensure problems are jointly handled and resolved. 
• Consistently demonstrates with customers/partners the ability to empathize and the conviction to resolve issues.
• Acquires, maintains, and expands knowledge of relevant product offerings, current support/service policies, and methods of support delivery, in order to provide accurate solutions.
• Responsible for maintaining the confidentiality and privacy of customer information contained in communications or gained during conversations, emails, interdepartmental instructions or documents or otherwise is not considered publicly known information.
• Follow all company policies and support procedures when performing duties.
• Use ticketing processes to document support actions taken.  
• Responsible for regular contribution to knowledgebase/wiki and training documentation, with likely training delivery in areas of deep knowledge/specialty to coworkers.
• This role may require the ability to work a weekend shift once a month and work remotely on certain occasions. The environment must be secure, quiet and have Internet access. 

What It Takes:

• High school diploma is required and an Associate Degree in IT is desirable. 
• Must have at least 3 years of experience supporting one or more of the company services or have advanced knowledge and experience in a technology relevant to our services and minimum of 2 years’ experience with company services. 
• Knowledge of mail protocols, DNS, TLS, mobile device mail setup, operating systems, and common mail clients are required.
• Microsoft 365 and IT certifications (A+, MCSE, MCTS, MCIP, CCENT, CCNA, and Linux+) are highly desirable. Company assistance is available to encourage completion of relevant certifications. 
• Advanced knowledge of any of Linux, Windows, Mac, Office 365, Azure, PowerShell, and SharePoint maybe required depending on specialization.

While OpenText is an Equal Opportunity Employer, our 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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

Additionally, OpenText, as a proud US Federal Government contractor, is subject to Executive Order 14042 requiring all US employees (in office or virtual) be fully vaccinated by January 4, 2022. New employees joining OpenText will be required to provide proof of vaccination prior to joining or be approved for a medical or religious exemptions. If you believe you qualify for an exemption you can request the exemption form at accommodationrequests@opentext.com.