Associate Technical Support Specialist

Open Text Corporation • Waterloo, ON

9d

About The Position

An Associate Technical Support Specialist role at OpenText is more than a job—it’s an opportunity to make a meaningful impact. As a key contributor, you’ll leverage your technical expertise to resolve complex issues, support customers and partners, and help deliver cutting edge information management solutions.

Requirements

• Deliver professional, high quality customer support through heavy phone and written communication, effectively handling difficult customers and complex situations while maintaining high customer satisfaction.
• Troubleshoot and support Microsoft 365 applications across Windows and Mac environments, including Outlook, Teams, OneDrive, SharePoint, Intune, and mobile email configuration on iOS and Android devices.
• Administer and support Microsoft 365 environments using the Admin Center, with strong knowledge of Active Directory, Microsoft Exchange, DNS, and email routing.
• Analyze and resolve issues by defining problems, gathering data, evaluating root causes, and communicating solutions clearly to customers and partners.
• Demonstrate strong verbal and written communication skills in English; additional language proficiency (Spanish, French, or German) is an asset.

Nice To Haves

• Microsoft certifications
• Experience with Intune/Entra
• Azure AD Connect
• SharePoint/OneDrive
• Teams administration
• Power Automate
• Network security/antivirus tools

Responsibilities

• Provide end to end technical support via phone and email, diagnosing and resolving complex software, application, hardware, data transport, and network issues.
• Own and manage multiple customer cases simultaneously, ensuring accurate documentation, timely updates, and adherence to SLAs.
• Collaborate with Tier 2 and Tier 3 teams on escalations, bug investigations, feature requests, and trend identification.
• Support customers and partners with disaster recovery testing and data protection best practices to ensure successful recovery outcomes.
• Make sound, business critical decisions to guide customers on data protection, recovery, and issue resolution strategies.
• Contribute to continuous improvement by maintaining Knowledge Base content, documenting new issues and solutions, and retiring outdated materials.
• Leverage CRM and support tools to document interactions, analyze trends, and consistently meet CSAT and quality KPIs.
• Expand expertise across the OpenText Mid Market product portfolio while staying current on training, alerts, and process updates.

Benefits

• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing
• Compensation programs, including variable and commission compensation opportunities for eligible roles
• Vacation entitlement
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees