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Principal Consultant

Req id:  11252

Virtual, 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 Managed Service Principal Technical Consultant will provide accurate, timely technical support for OpenText Software to Managed Services customers primarily via the telephone and E-mail. The Consultant will deal with support issues that are complex in nature, carry differing priorities and must be addressed within predetermined service levels, so the Consultant must be adept at balancing multiple priorities.  The callers will expect enterprise-level support, therefore the Consultant will need to be well-versed technically, and fully understand customer service concepts. Other objectives are to collect and report upon information gathered from incidents; and to interface with Sales, Marketing, Customer Support/DEV and others as necessary. In addition, the Optimize Service Programs Consultant will carry out projects as assigned by the management staff, cooperate with other Optimize Service Programs Consultants in carrying out their day-to-day duties, and represent OpenText in a visibly supportive manner.

 

You're great at:

 

  • Researching, resolving and recording all levels of software questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.
  • Performing support primarily via the telephone and E-mail.
  • Answering all incoming support calls six or more hours per day.
  • Providing support within OpenText’s stated service level goals.
  • Recording and maintaining knowledge collected from each incident in accordance with the standard format.
  • Working with Support and Development to aid in the resolution of product issues.
  • Participating in the testing of new and enhanced products.
  • Participating in the QA process by validating and reporting bugs reported by customers.
  • Writing technical documents
  • Participating in Team Meetings.
  • Assisting in the attainment of Department and Company goals.
  • Special Projects as assigned by Management. Examples would be helping to implement and maintain the OpenText knowledge base, training new CSE's, participating in group training, etc.

 

What it takes:

 

  • 5-10 years previous experience working within a technical support environment
  • Degree (or equivalent work experience) preferably in Computer Science.
  • Demonstrated strong oral, written, and interpersonal skills.
  • Ability to solve problems systematically and effectively, while ensuring the highest customer satisfaction and staying within the stated service level goals.
  • A proven ability to interface with customers (both on the phone and in person) in a support role.
  • Experience in a Customer Support -related position (preferably in a high-tech industry) is a plus.
  • Flexibility in completing assignments.
  • Ability to work on several tasks simultaneously while accomplishing desired results.
  • Understanding of general business.
  • Work well with little guidance in a very dynamic atmosphere.
  • Work well under demanding circumstances.
  • Positive attitude, patience, understanding, dedication and commitment.
  • Strong attention to detail and the ability to grasp concepts quickly and have a thirst for  knowledge. 
  • Participate in after-hours on-call rotation
  • Some minor travel may be required.
  • Strong technical skills, including but not limited to:
    • Expert knowledge of Content Server 10.5/20.2
    • OScript knowledge
    • Functional knowledge of OTDS
    • Functional knowledge Apache Tomcat
    • Functional knowledge of MS SQL 2019
    • SOAP UI
    • WebReports, LiveReports
    • Proficient in Scripting (Powershell)

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


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.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »