Lead Production Support Specialist - EDI (Electronic Data Interchange)

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

Serves as the customer contact for questions on usage, functionality, and problems encountered with OPENTEXT products and services. In addition, the position will require increased roles in day-to-day customer relations, escalations, and requirements concerning the training/technical knowledge for those specialists within the same customer grouping.  The candidate must possess strong analytical and troubleshooting skills and excellent communication skills, both written and verbal.  They must display expertise with the product offering and environments in which they operate.

You are great at:

• Provide production monitoring of data, error analysis, as well as, serves as the customer contact for questions on usage, functionality and problems encountered with BN products and services.
• Expertise within the product offering and the environments they operate. They must possess & display an understanding of application functionality, relational database architecture, operating systems, and communication protocols.
• This level may begin with more experience than the previous level or may be assigned to more complex products/customers.
• Increased role in day-to-day customer relations, escalations, and mentoring/training/technical knowledge.
• Serve as highest escalation point (SME) within the team, train and mentor new team members, identify, develop, and promote new process.
• Provides technical support responding to case service levels, providing production support, effectively analyzing issues, providing issue resolution, and customer notification. Recreates customer issues & escalates to appropriate level.
• Actively participates in self-improvement, process, and technology training programs.
• Continually strives to expand comprehension of troubleshooting methodologies, application functionality, N-tier architecture, relational database architecture, operating systems, and comms protocols as applicable.
• Work cross-functionally within org., in a team environment, to deliver quality, satisfaction, & resolution to customers.
• Submit and write new content to knowledge base, approve complex knowledge articles.
• Perform other/additional duties and projects that may be periodically assigned.
• May require on-call and weekend rotation.
• Mentor and train lower level Product Support Specialists.
• Identify product defects or enhancements and work with the Advanced Resolution group for resolution.
• Must have a good of understanding of all products and service offerings within the environment they operate.
• Expected to maintain technical proficiency and knowledge of company products and continually strive to improve.
• Responsible in handling customer escalation in the absence of the team’s supervisor and/or manager or as required.
• Manage or contribute to projects as needed.
• Provide technical leadership and training for new and existing products/clients within technical area.
• Assess technical competencies of team, gauge training needs (providing training already built/creating when not)
• Provide escalation support for technical teams within defined area(s)
• Participate in analytical and trending tasks in efforts to better understand the system and client movement.
• May manage Critical Customer Accounts as requested, including customer site visits and user conferences.
• Participate in documentation and product/service review process for new product/services introductions.
• Assist with implementation of process improvement initiatives

What it takes:

• College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.
• Minimum of 4 years related experience
• Must demonstrate very good problem solving, analytical and organizational skills
• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy
• EDI knowledge preferred.
• Must be able to work the night shift, shift rotation, holidays and on call (when necessary)
• Must be able to exhibit OPENTEXT core values and beliefs
• Good customer orientation and can work under pressure
• Has moderately high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions
• Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision
• Drives to exceed established expectations and set own goals
• Navigates through organization
• Takes action to build on and strengthen direct relationships
• Genuinely solicits input, ideas, and opinions from others
• Understands meanings behind emotion and content
• Acts as a mentor

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 1-800-499-6544.