Client Support Representative

Open Text Corporation•Waterloo, ON

23h•CA$38,960 - CA$58,440

About The Position

The Client Support Representative role is the first point of contact for all OpenText Clients. This team has the responsibility of setting the stage for all other areas of Client and technical support, it is the foundation of our support teams providing world class Client service via, phone, email, and web chat. As a member of the Client Support department, you will be responsible for call intake, processing emails, creating knowledge base accounts, ticket creation and follow up.

Requirements

2 -3 years previous experience in a Client facing fast paced environment
Strong desire to provide exceptional Client 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 Client 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
French Language Proficiency (Written and Verbal)

Responsibilities

Efficiently answering and following up on all Client inquiries that come in via phone, email and chat
Verification of product support and monitoring Client service portals to triage tickets accordingly
Collaborate with internal teams to ensure Client satisfaction
Working with new Clients 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 Client who is looking for timely and quality resolutions
Utilization of attention to detail while maintaining Client database