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Technical Support Specialist

Req id:  25864

Waterloo, ON, CA

Hiring Manager: Daniel Lamont

TAA: Laura DeLuca

Job Code level: TEP2 

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Who We Are

 

Discover the future of enterprise software: OpenText created the Enterprise Information Management market. Every day, we help our customers unlock the information advantage through innovations in Cloud, AI and IoT. It's our time to lead, and as part of our team, it's your time too.

Build a better world; tech for good: At OpenText, we believe in technology for good; that innovation, technology, and inclusion can help build a better world. Every day, we help our customers harness the power of technology for good. We value the different perspectives that spark innovation. As a company with employees from different cultures and countries, diversity and inclusion are embedded in our DNA.

Explore your career and your potential: If you're an explorer and innovator with an endless curiosity for learning - OpenText is the perfect place for you. The rate of change means there are many opportunities to learn and excel.  If you're the type that thrives in a dynamic work environment, our continued growth will provide you the opportunity to explore, learn and chart and exciting career path.

 

Do the right things, the right way, together: We collaborate with great colleagues around the globe who support each other every step of the journey. Here is what we believe in: Be deserving of trust; We sweat the details; We aim high; We, not I; We deliver the unexpected wow.

 

The Opportunity

The Technical Support Specialist will be responsible for making our customers wildly successful by providing an end to end technical support experience of the highest quality on OpenText products.  Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.

This position requires strong technical and problem-solving skills. Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. Critical thinking is something that you’ll use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you’ll always feel supported.

 

You Are Great At

  • You are excited to work with customers who have OpenText solutions on premise and in the cloud
  • You have exceptional written and verbal communication skills to use to represent OpenText with excellent composure and patience, while clearly documenting all interactions for multiple issues and attending status calls.
  • You have focus and can express empathy to manage customer relationships in highly critical situations.
  • You are familiar with isolating, reproducing, and analyzing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity severity.
  • You can act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer requested features are documented and followed through to resolution as necessary.
  • You can objectively document and review processes, best practices, white papers, etc. for both internal and external consumption.

 What It Takes

  • 2 years of experience working within a technical support environment
  • University degree or college diploma within a related discipline or equivalent work experience
  • Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
  • Proven experience working in a fluid environment that is ever growing and changing
  • Demonstrated ability to multi-task and prioritize work effectively
  • Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge
  • Positive attitude, patience, understanding, dedication, and commitment
  • Solid foundation working with Windows Operating Systems, with Unix/Linux experience being an asset
  • Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS) being an asset
  • Experience working with relational databases such as Microsoft SQL Server, with Oracle experience being an asset

 

 

 

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 accommodationrequests@opentext.com).
 

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against Covid 19 in order to enter an OpenText office. Accommodations may be available.


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 potential. Become an OpenText Navigator.

Apply now »