Sr. Technical Support Specialist

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 FDDG (Fax and Documentation Distribution) team is currently searching for a dynamic and resourceful Senior Technical Support Specialist to engage with customers and OpenText employees to resolve critical customer issues.  This individual will focus on establishing relationships with customers, 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:

• Troubleshooting of customer issues with Fax and Document Distribution solutions specifically RightFax and Alchemy and other OpenText products in a timely manner via telephone, email and where necessary remote access or onsite support.
• Build replica RightFax and Alchemy environments to test, validate, and provide alternate solutions for issues.
• Clear and detailed written documentation of all customer issues and interactions within the company database(s), including action plans for resolving outstanding issues, as required.
• Strong interaction and collaboration with OpenText departments and customer IT teams in troubleshooting and progressing issues.
• Become familiar with a customer’s OpenText product related business and technical operations.
• Work closely with Customer Advocates to proactively provide customers with the guidance and support needed to maximize their OpenText product investment. 
• Manage delicate customer relationships.
• Serve as a point of escalation and pass along knowledge to customer’s first and second-line support teams.
• To keep the customer apprised of any relevant information, such as technical tips, product bulletins, or product updates.
• Reporting software bugs and customer suggestions.

What it takes:

• Maintaining quality service delivery and tracking
• Customer support experience in a technical support environment of at least 3 years.
• Excellent interpersonal and listening skills in a challenging, real-time, telephone support environment.
• Excellent phone and written communication skills required
• Excellent problem solving, and organizational skills required
• Excellent RightFax product skills required
• Familiarity with RightFax Connect is a plus
• Familiarity with Alchemy is a plus
• Familiarity with SQL Scripting is a plus
• Understanding of load balancing and monitoring
• Understanding of telephony infrastructure
• Excellent Microsoft Operating Systems and TCP/IP networking skills are required.
• Excellent knowledge of Exchange, Lotus Notes and SMTP / POP3 services
• Experience in installing, configuring, and troubleshooting IIS
• General understanding of programming is a plus
• Professional Services consulting experience is desirable
• The position requires a bachelor’s degree or equivalent work experience.

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.

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 to maintain a safe workplace for our employees.