Manager, Technical Support

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. 

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:

The Manager for Technical Support will be responsible for the operational support and people management.

You Are Great At:

Provide exceptional Customer Experience while balancing the productivity requirements of the business.

Section 2: Role Description

Reporting to a Senior Manager, Customer Support, the primary responsibility of this position is to oversee the operations of the L2 and L3 Customer Support teams. This includes managing the team members, prioritizing, and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policies. This person must understand technical concepts and be comfortable managing challenging situations while remaining customer-focused.

-           Direct responsibility overseeing operations of a highly technical Customer Support team. This encompasses escalations, time, issue prioritization, and policy compliance.

-           Deliver a customer-centered philosophy.

-           Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the action plans, and keeping customers apprised of the progress.

-           Develop standard operating procedures for the Open Text Customer Support team.

-           Participate in Human Resource activities such as hiring, performance management, training, etc.

-           Creative thinker and able to adapt to change

-           To provide leadership and facilitate open communication between technical resources within the group and other departments within Open Text.  

-           Working with Development and Product Management to drive customer issues

-           As a 24x7x365 organization, shift work, holidays, and on-call responsibilities may be required.

What It Takes:

-           Strong technical background and any combination of the following skills or knowledge

o          Understanding of Windows and Linux operating systems

o          Networking protocols and architecture

o          High Availability, Disaster Recovery, and Migration concepts

o          Cyber Resilience

o          Enterprise software solution architectures

o          Familiarity with validated environments and security compliance in the enterprise

o          Enterprise software deployment in the cloud

o          Enterprise Content Management

-           Previous experience leading technical teams

-           Strong team-building skills are required

-           Previous experience interfacing with customers in a support capacity

-           Previous experience managing C-level escalation situations

-           Excellent communication skills, written and verbal.

-           Strong interpersonal skills and customer orientation.

-           Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment

-           University or College Degree

   8+ years of relevant experience.  Highly developed professional/technical skills are needed to perform the job.

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.