Director, Technical Support

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

The Opportunity:
 

The Director, Technical Support will be responsible for making our customers wildly successful, overseeing the operations of several Customer Support teams providing end-to-end technical support of the highest quality on OpenText products. Responsible for developing the team members, prioritizing and managing escalated and large accounts, building relationships with customers, and ensuring the OpenText Customer Support policies are followed. Leveraging available data to identify opportunities to optimize team performance, understand product usage patterns, and inform internal initiatives.

You are great at:  

• Providing direction to managers to meet schedules, business objectives and resolve challenges. Work collaboratively with team members to select methods and techniques for obtaining or recommending solutions.
• Collaboration with peers, supervisors, customers and/or functional peer group managers, involving matters between functional areas, or customers and the company. Often leading a cross functional team effort to produce a cooperative result.
• Coaching Customer Support Managers and team members
• Partnering with Human Resource to ensure such activities as hiring, performance management, and training are performed well and create a culture of constant improvement and recognition.
• Managing metrics including SLOs, KPIs and MBOs; productivity, staffing plans and work scheduling to drive improving support and product quality for our customers
• Developing and directing work schedules and monitoring workflow to achieve globally established goals and objectives
• Managing customer relations for critical issues and problems that are escalated to your attention. This includes developing action plans, informing customers of the plans and keeping customers apprised of the progress
• Looking at ways to innovate and identify areas of improvement in the process and/or tools used
• Providing leadership and facilitating open communication between Support Managers and Support Agents within the Support Organization and other departments within OpenText
• Developing training and competency plans, establishing career paths and mentoring team members

  What it takes:  

• Ability to interact with people and adjust your communication style based on their individual needs 
• Ability to navigate difficult conversations with customers 
• You won’t be satisfied until customers are satisfied
• Strong focus on continuous improvement and career progression 
• The desire to drive a team that contributes by promoting a positive team environment and team growth 

Skills & Experience: 

• 10+ years of total experience in Enterprise-level Technical Support
• 5+ years in a senior leadership position, including subordinate managers
• Relevant managerial experience in an Enterprise support environment
• Highly developed professional/technical skills are needed to perform the job
• Previous experience interfacing with customers in a support capacity
• Previous experience managing C-level escalation situations
• Generally, works without consulting their manager
• Excellent English and Bulgarian communication skills: both written and verbal. Other languages –used regionally – are helpful
• A passion for providing quality customer service and technical support 
• Typically has 6-10 direct reports and has a total staff of 51-100

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.