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Sr. Technical Support Specialist

Req id:  38887

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:

 

Our Senior Technical Support position offers you an opportunity to learn exciting technologies which would enable you to support our customers. Critical thinking is something that you’ll leverage on an ongoing basis as each customers situation is   unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

 

You are great at:

 

  • Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
  • Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
  • Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
  • Show 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.
  • Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution.
  • Collaborating on cross-team 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.
  • Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What It Take:

 

  • 5+ years previous experience working within a technically focused environment
  • Focused on scoping problems and strong troubleshooting ability
  • University/College degree within a related discipline or equivalent work experience
  • Any combination of the following skills or knowledge is a must:
    • Document Transform experience (Output Transformation Server)
    • Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
    • Good knowledge of Web Servers and HTML (ie. Tomcat or MS IIS) 
    • Experience working with relational DBMS (Oracle, MS SQL Server and IBM DB2)
    • Understanding of Networking principles and Active directory
    • Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
    • 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.


OPENTEXT - THE INFORMATION COMPANY 
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

CREATE THE FUTURE 
We create economic growth that is inclusive and sustainable. 

BE DESERVING OF TRUST 
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

WE, NOT I 
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

RAISE THE BAR 
We set high standards and exceptions, to learn, to be better. 

OWN THE OUTCOME 
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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