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:

• Makes day-to-day decisions that impact the team to ensure adequate support/service is delivered to its customers
• Manages customer relationships by driving activities such as monitoring of incident tickets until resolution, providing updates to customers as appropriate

• Manage customer relationships with Customers and attend scheduled customer meetings.
• Manages customer notifications, customer escalations, and incident management, including trend analysis and reporting
• Ensures effective and efficient delivery of technical support which meet or exceed SLAs through defined quality standards and drives continuous service improvement based upon quality metrics and customer feedback
• Provides oversight and/or delivery of administrative functions including hiring, on-boarding, training, performance management, career planning, reporting among others

What It Takes:

• Experience in leading teams and proven ability in developing front line managers in a global support environment.

• Strong focus on customer satisfaction, process development and improvement.
• Strong Technical background and IT experience
• Knowledge and hands on experience in all facets of operations delivering call and email support.
• Strong focus on customer satisfaction, process development and improvement.
• Willing to work in a shifiting and rotating schedule including night shifts, weekends and holidays.

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.