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:

RightFax integrates fax with email, desktop, and document management applications.  It enables high-volume fax delivery from CRM, ERP, ECM, EMR, vertical and other host applications. The Senior Technical Support Specialist helps resolve the most challenging and urgent technical escalations that our customers face. We do this while continuing to informally assist with nearly every ticket that gets opened at the front line

Act as the highest technical escalation level to customers and internal stakeholders. This is in support of customers who use several OpenText products, but the primary product is RightFax. This list also includes RightFax Express, Alchemy, and Workflow.

We also provide escalation support for our cloud offerings, RightFax Connect and RightFax Managed Services. Support activities allow us to act as the customer’s administrator or telephony team, troubleshooting issues directly on the servers and recovering from outages.

You are great at:

• Giving troubleshooting advice to product support team members
• Engaging on high priority or high impact customer escalations, facilitating Engineering involvement, where needed.
• Acting as a mentor, demonstrating leadership qualities and sharing professional/technical expertise, while promoting an effective team environment.
• Fulfilling after-hours on-call support duties.
• Testing of OpenText product issues within various environments for issue validation and resolution.
• Developing and delivering workshop content for a wide range of products and processes.
• Working independently on assignments of a complex nature where initiative and creativity are required to resolve problems and/or develop recommendations.

What it takes:

• High level of expertise in information technology and service delivery.
• Technical mastery of OpenText RightFax
• Deep understanding of Windows servers
• Experience with Microsoft SQL Server
• Experience in the use and configuration of Microsoft IIS servers
• Ability to understand technical documentation.
• Strong troubleshooting skills
• Working understanding of Ethernet and IP networking.
• Ability to build relationships across technical and non-technical professional disciplines
• High level of patience and composure
• University/College degree that is technology-related or equivalent work experience
• Experience as an advisor/expert in a technical capacity.

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.