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. 

As a Customer Support Representative, you will find yourself in one of the most highly supported positions in the business world. With great training, effective leadership, smart processes, timely communication, regular coaching and peer support on the floor, you will be spared no effort to help you be successful. You will:

• Achieve high levels of customer satisfaction when responding to inbound customer requests via phone, chat or email
• Troubleshoot technical and non-technical issues with the tools and skills after product training
• Ensure customer has best product that suits their needs

We are looking for people who are interested in growing a career in technology and growing with Opentext. An ideal candidate will invest in this job as the true career opportunity. A successful Customer Support Representative is a person who is a self-starter, with a professional attitude and be a good teammate.

Specific Objectives and Responsibilities

• Successful completion of consumer and small business products and troubleshooting process training.
• Learn to effectively utilize all support resources including CRM, Customer Account Information, KnowledgeBase, Training Materials, etc.) to think critically and resolve assigned customer interactions. 
• Strive to achieve  established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy) and other KPI’s as identified. .
•  Assist customers with live and deferred transactions via phone, chat, and email with account based and technical support inquiries. Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Remain current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role
• Assist in documenting new resolutions and ensuring existing support documentation are up to date
• Collaborate with other team members on solutions for customer inquiries.

Key Challenges to Overcome

Customer Support Representatives are empowered to use their critical thinking and troubleshooting skills to efficiently assist a large number of customers in an ever-changing environment.  Our team prides itself on our multi-tasking abilities and our best-in-class customer satisfaction score.  This opportunity will provide technical understanding into how we protect our customers that can be used to progress your career at Opentext.

Success Factors

What will make you successful at OpenText:

• You enjoy learning about new technologies
• Ability to interact with people and can adjust your communication style based on their individual needs
• Passionate about resolving customer issues
• Quick learner and follows process
• You won’t be satisfied until you are an expert in what you do
• Strong focus on continuous improvement and career progression
• Be a key team contributor and promote a positive team environment
• Be able to manage the various daily duties with a smile
• A track record of judgment and decision-making
• Highly autonomous and able to independently identify high value projects
• Demonstrated leadership capability in cross-functional team environments
• High degree of comfort with complex technical environments
• Having and being able to articulate/defend an informed opinion on important topics

Skills & Experience:

• Passion for providing quality customer service and technical support
• Demonstrate strong analytical and critical thinking skills
• Demonstrated ability of typing with a speed of 30 words per minute
• Technical proficiency in: Windows, Mac OS,desktop applications, networking, security, and web applications
• Strong verbal and written communication skills
• Associates Degree in a technical field or equivalent experience is preferred
• 1-3 years’ experience in a technical support and customer centric environment

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.