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Technical Support Specialist

Req id:  24724

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

Technical Support professionals serve as an escalation point for internal and customer raised concerns relating to the OpenText EDI product suite. The position will require day-to-day management of customer escalation, troubleshooting, and delivery of technical solutions as well as a degree of mentoring and training to clients and internal resources alike. The successful candidate will possess strong technical skills with an analytical mindset; will be able communicate effectively to convey technical content in a non-technical way; will be a self-starter able to drive themselves to develop their skills within a fast-paced support environment.

 

You are great at

  • Provide technical support to OpenText clients, other internal support groups and various internal teams in the use and administration of our EDI products and services.
  • Using the available tools and a cross-functional mindset to manage, and maintain ownership of escalations, liaising with the various tiers of our support structure to secure effective solutions to reported issues.
  • Managing client expectations whilst working to Team SLAs for the provision of solutions.
  • Provide training, guidance, and advice where appropriate.
  • Meet, and work to exceed departmental performance metrics including SLAs, client satisfaction, and backlog
  • Actively participate in training and mentoring sessions to further self-improvement, meet company directives and assist in knowledge share across the support structure

 

What it takes

  • Educated to degree level or equivalent
  • Fluent Dutch and English.
  • Customer support experience.
  • Strong team player with experience of a multilingual global environment.
  • Good analysis & troubleshooting skills
  • Excellent communication (written and verbal) skills
  • Positive, proactive, enthusiastic, and flexible attitude towards work
  • Ability to multi-task and prioritize work effectively
  • Self-directed and motivated with good attention to detail.
  • Maintains effective work behavior in the face of setbacks or pressure.

 

Bonus:

  • Knowledge of EDI, EDI standards, and data communications
  • Willingness to work outside of normal working hours, if required
  • Experience with command-line systems such as UNIX/Linux

 

To meet the requirements of Dutch clients, the new hire needs to work business hours (0900 – 1800 CET / 0800 – 1700 UK time) in addition to sharing on-call duties on rotation. Working in an international company with remote and international teams/colleagues.

 

 

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 potential. Become an OpenText Navigator.

Apply now »