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Associate Product Support Specialist (Webroot)

Req id:  39148

Waterloo, ON, CA

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

The Opportunity 

As an Associate Product Support Specialist, you resolve difficult customer issues and contribute to the overall growth of the business and your peers. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will: 
 
•    Achieve high levels of customer satisfaction when responding to customer requests via phone or email 
•    Troubleshoot technical and non-technical issues with the tools and skills after product training, often working issues that could not be resolved at previous support levels 
•    Ensure customer has best product that suits their needs 
•    Provide guidance to fellow Associate Product Support Specialists 
•    Participate in the content creation lifecycle for support documentation 
 
We are looking for people who are interested in continued growth in their technology career with OpenText. An ideal candidate will invest in this job as the true career opportunity it is. A successful Associate Product Support Specialist is a person who is a self-starter, who can navigate difficult situations and conversations with a professional attitude and seeks opportunities to improve the customer experiences we provide.  
 
You are great at: 
•    Assist customers with live and deferred transactions via phone and email with account based and technical support inquiries. Provide advanced troubleshooting on issues that have been escalated by previous support levels, including but not limited to, missing data and advanced technical issues. 
•    Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues. 
•    Learn the technical architecture of Opentext products
•    Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions. 
•    Work Independently and properly manage assigned cases with proactive case management best practices and close the loop on escalations to other teams. 
•    Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.  
•    Assist fellow representatives with live assistance to facilitate issue resolution. Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with Customer Support Management as needed, to review data, identify solutions, and assist with implementation. 
•    Participate in the Customer Support Mentor Program where you will provide specific guidance to fellow representatives on targeted opportunity areas. Clearly communicate results of mentor sessions and proposed next steps to Customer Support Management. 
•    Continued use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions.  
•    Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy). 
•    Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.  
•    Assist Engineering and Development teams by reporting issues, reproducing issues, dogfooding, and testing provided patches. 
•    Remain current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role.  
•    Participate in outbound campaigns and additional projects that further strengthen Customer Support efforts as needed. 
 
What it takes: 
What will make you successful at OpenText: 

•    You enjoy learning about new technologies and teaching others about them. 
•    Ability to interact with people and can adjust your communication style based on their individual needs 
•    Ability to navigate difficult conversations with customers 
•    Passionate about resolving customer issues and making a proactively resolving issues for future customers 
•    Quick learner and follows process 
•    You won’t be satisfied until you are an expert in what you do 
•    Strong focus on continuous improvement and career progression 
•    Be a key team contributor, promoting a positive team environment and team growth 
•    Be able to manage the various daily duties with a smile 
•    A track record of judgment and decision-making  
•    Highly autonomous and able to independently identify high value projects 
•    Demonstrated leadership capability in cross-functional team environments 
•    High degree of comfort with complex technical environments 
•    Having and being able to articulate/defend an informed opinion on important topics 
 
Skills & Experience: 
•    Passion for providing quality customer service and technical support 
•    Demonstrated strong analytical and critical thinking skills 
•    Technical proficiency in: Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications 
•    Strong verbal and written communication skills 
•    Experience in a training/mentoring role is preferred 
•    Associates Degree in a technical field or equivalent experience is preferred  
•    2-4 years’ experience in a technical support and customer centric environment 

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.


OPENTEXT - THE INFORMATION COMPANY 
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

CREATE THE FUTURE 
We create economic growth that is inclusive and sustainable. 

BE DESERVING OF TRUST 
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

WE, NOT I 
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

RAISE THE BAR 
We set high standards and exceptions, to learn, to be better. 

OWN THE OUTCOME 
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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