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Sr. Customer Advocate

Req id:  24163

Waterloo, ON, CA



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 FDDG (Fax and Documentation Distribution) team is currently searching for a dynamic and resourceful Senior Customer Advocate to engage with customers and OpenText employees to resolve critical customer issues.  This individual will focus on establishing relationships both internally and externally, to identify need, and develop strategic action and communications plans that address customer issues.  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 FDDG (Fax and Documentation Distribution) suite of products within complex customer environments.


You are great at:
* Serving as an advocate for the customer within OpenText, presenting a professional and pleasant image of the product / service and company.
* Ensuring escalations are resolved in a manner that restores or enhances customer satisfaction.
* Performing post escalation follow-up with the customer and Internal teams (i.e., Engineering, Support, Services, Sales etc.) to improve the process and to avoid repetitive occurrences.
* Coaching the Support team - Implementing methodologies to improve time to resolution, managing customer perceptions, and building strong internal relationships.
* Assisting the Manager with projects and development of the team - Testing new solutions to improve performance/productivity of the team.

* Making sure tickets are assigned to Technical Analysts and that Customer Support ticket handling procedures are followed.
* Facilitating backlog reduction through collaboration with senior resources, other departments, and teams in troubleshooting issues.
* Working with other team leaders to equitably share in the distribution of open cases, escalation of problems, and coverage – on-call scheduling, scheduling holidays/late shift and vacations.
* Providing leadership and facilitating open communication between Technical Support Specialists within the group and other departments within OpenText.
*Potential requirement to work in a 24/7 environment


What it takes:
*Previous management experience and strong team building skills are required
*University/College degree within a related discipline or equivalent work experience 
*3 - 5 years previous experience interfacing with customers in a support capacity 
*Strong interpersonal skills and a desire to provide exceptional customer support in escalated situations
*Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment
*Proven experience working in a fluid environment that is ever growing and changing 
*Positive attitude, patience, understanding, dedication, and commitment 
*Previous experience with the following preferred:
•    Windows OS
•    Relational databases such as Oracle and MS SQL Server
•    Web technologies such as web servers, browsers, etc.
•    Knowledge of RightFax
•    Previous experience working with telephony and networking 



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).

OpenText’s global vaccination policy requires anyone entering an OpenText office be fully vaccinated against Covid 19.


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. 

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. 

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.

Apply now »