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Lead Technical Support Specialist

Req id:  20592

Richmond Hill, ON, CA Waterloo, ON, CA Virtual, CA

 

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:

 

As a valued member of the Americas Technical support team, the Lead Technical Support Specialist engages with customers and OpenText employees to resolve critical customer issues. You will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the VIM (Vendor Invoice Management) product within complex customer environments.

 

You are great at:

 

The successful candidate will be working in a highly functioning team consisting of Senior, Lead and Principal Technical Specialists that work effectively together to reach a common goal.
1. Identifying and resolving customers' issues in a timely manner (in accordance with published response times) via telephone support and written correspondence.
2. Managing customer relationships and clearly documenting all interactions within the company database.
3. Providing suggestions for alternate support options for customer issues that are not related to Open Text's products.
4. Testing of Open Text product issues within various environments for validation and solution purposes.
5. Authoring technical documents for inclusion in the Knowledge Center Knowledge Base.
6. Collaborating with other departments and teams in troubleshooting issues.
7. Reporting software bugs and customer suggestions.

 

What it takes:

 

- 2-5 years previous experience working within a technical support environment
- University/College degree within a related discipline or equivalent work experience
- Customer support experience in a technical support environment
- Availability for On-call support

- Experience with the VIM product would be considered a great asset
- Experience with SAP R/3 and S4/HANA
- Strong skills in SAP workflow and ABAP Programming
- Strong skills in ALV Report Development
- Working Knowledge in SAP FI/MM modules (Technical) and business processes.
- Some experience with SAP Fiori and Web services.
- Strong skills in dialog programming, building custom screens and transactions

- Excellent phone and written communication skills required
- Excellent problem-solving and organizational skills required

 

 

 

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 accomodationrequests@opentext.com).


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.

Join OpenText today.

Apply now »