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Senior Bilingual Customer Support Representative

Req id:  17728

Waterloo, ON, CA Richmond Hill, ON, CA

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 Customer Support Representative role is the first point of contact for all OpenText customers.  This team has the responsibility of setting the stage for all other areas of customer and technical support, it is the foundation of our support teams providing world-class customer service via, phone, email, and webchat.

 

As a member of the Customer Support department, you will be responsible for call intake, processing emails, creating knowledge base accounts, ticket creation, and follow up.

 

You Are Great At

 

  • Efficiently answering and following up on all customer inquiries that come in via phone, email, and chat
  • Verification of product support and monitoring customer service portals to triage tickets accordingly
  • Collaborate with internal teams to ensure customer satisfaction
  • Working with new customers to ensure all accounts are correctly initiated and required content is available for easy access
  • Providing highly effective, efficient, and professional support to every OpenText customer who is looking for timely and quality resolutions
  • Utilization of attention to detail while maintaining customer database

 

What It Takes

 

  • 2 -3 years previous experience in a customer-facing fast-paced environment
  • Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
  • Computer literate with standard business applications including Microsoft Office
  • Demonstrated ability to communicate in a clear and concise manner both verbally as well as written
  • Positive attitude, patience, and understanding with the ability to view issues from a customer standpoint
  • Dedication and commitment to a team environment
  • Proven experience working in a fluid environment that is ever-growing and changing
  • Ability to multitask, dealing with multiple issues simultaneously
  • Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge
  • Ability to work in a global environment that involves evening shifts and statutory holidays on a rotational basis
  • Bilingual language skills. Proficiency in French required.

 

 

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.  Should you require accommodations during the selection process, please contact accomodationrequests@opentext.com).


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.

Join OpenText today.

Apply now »