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Customer Support Specialist

Req id:  17608

Southfield, MI, US

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 Covisint technical support team is searching for a motivated, analytical, customer-centric individual committed to providing exceptional customer support. The right candidate will have a blend of customer support and technical troubleshooting skills.

You’ll be part of a tier 2 Advanced Resolution team supporting European and North American clients using the OpenText Identity Management, Supplier Portal and ProviderLink Healthcare solutions. You will be supporting customers using OpenText IAM as to the provision and manage identities. You’ll respond to incoming telephone calls, support emails, online tickets and chat sessions as well as escalations from the tier 1 team.

In addition to customer technical support activities, you’ll create documentation, author KB articles, and participate in developing processes/procedures.

 

You are great at:

 

  • Making customers happy – you take satisfaction in developing rapport and resolving issues. You want to be more than just a voice answering a phone, you want to be the face of a business. You create value for your company with every customer interaction.
  • Listening- You listen for clues to determine what customer needs rather than wants, even if the customer can’t articulate their needs succinctly.
  • Troubleshooting- you methodically ask the right questions to pare down possible problems and find the right actions to resolve the issue.
  • Independent work- you are a self-starter. You can use product knowledge and experience to extrapolate solutions to complex problems.
  • Multitasking- you can prioritize and swivel between tasks to manage high-priority requests quickly.
  • Learning – you are inquisitive and motivated to learn not just basics, but why and how the solutions work, so you can transmute that knowledge into solutions for the customer.
  • Collaboration – you love to share what you know and learn from your teammates. You will reach out to form bonds with your team, whether they are sitting next to you or halfway around the world. You may be the only person doing your job on-site, so you’ll have to work virtually with teammates in the US, Canada, Ireland, Germany, and the Philippines.
  • Using good judgment- you use good judgment to apply product knowledge, process knowledge, and policy. You can recognize what is important, why it’s critical, and when to escalate priority problems.

 

What it takes:

 

  • 1-3 years previous experience working in a customer support environment
  • Basic Linux knowledge and system administration experience
  • Understanding of REST APIs and API Gateway
  • Experience using Postman or other troubleshooting tools
  • Basic understanding of microservice architecture
  • Basic SQL experience
  • Understanding of and experience with SSO, SAML, and OAUTH
  • Ability to use product knowledge to find solutions to customer problems without a script or knowledge article
  • Willingness to work on shift. The assigned shift may be any time between 7 am – 7 pm Monday – Friday.
  • Willingness to participate in an on-call rotation providing evening and weekend support.

While OpenText is an Equal Opportunity Employer, our 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.


Nearest Major Market: Detroit

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