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Lead Technical Support Specialist

Req id:  29083

Richmond Hill, ON, 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: 
The OpenText (Documetum Captiva) technical support team is currently looking for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent 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 Documentum Captiva suite of products within complex customer environments, while suggesting techniques and tools for application development. The successful candidate will be working in a high performing team to reach a common goal, that is customer success.

 

You are great at: 
• Representing OpenText, acting as first point of contact for all technical inquiries.
• Isolating, reproducing and analyzing complex or escalated support issues and working those issues to resolution.
• Managing delicate customer relationships, utilizing exceptional written and verbal communication skills (via telephone or email) while demonstrating a high level of customer focus and empathy
• Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence. 
• Showing an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
• Acting as the key point of contact for customers and reporting to management with summaries of escalations, while maintaining ITSM with updates and resolution.
• Collaborating on cross-team, cross-organization and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
• Contributing to the knowledge base by authoring and editing articles to share current information with team members. Coaching and sharing knowledge with others as whitepaper or training.
• Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
• Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

 

What it takes: 
• 8+ years previous experience working within a technical support environment or similar.
• University/College degree within a related discipline or equivalent work experience.
• Hands on experience working with a capture solution (example Captiva)
• Experience in installing, upgrading, configuring and maintaining Captiva products (UI customization for eScan, eInput modules).
• Experience in designing new Capture Workflows with Captiva Designer and recreating / converting existing IA Capture Processes to Designer Workflows
• Experience Captiva integration will be an advantage.
• Very good working knowledge on Windows OS, having UNIX/Linux, OS X will be an advantage.
• Experience in relational DBMS (MS SQL Server, Oracle and IBM DB2) will be an advantage.
• Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
• Good knowledge of web application servers such as IIS (knowledge of IBM WebSphere, Apache Tomcat, JBoss, WebLogic will be an advantage).
• Strong understanding of security, cryptographic and authentication protocols (TLS, SSL, Kerberos, AD, LDAP)
• Knowledge of network protocols (TCP/IP, NFS, DNS)
• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
• Proven experience working in a fluid environment that is ever growing and changing
• Strong ability to multi-task and prioritize work effectively
• Strong communication skills both verbal and written
• Troubleshooting skills, positive attitude, patience, understanding, dedication, commitment and Team work is a must have.
• Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge 
• Documetum product experience will be an advantage.
• Development (Java, SQL, CGI, Perl, .NET or C++) experience will be an advantage
• As a 24x7x365 organization; shift work, holidays and on-call responsibilities may be 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 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.


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.

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