Lead Premium Support Specialist- OpenText Fax (RightFax)
About The Position
We are looking to welcome a Premium Support Engineers to our team, with advanced technical skills in OpenText Fax, or the ability to learn and come up to speed quickly in Fax. You will work on our customers’ complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc. to customers who are developing their solutions. You will ensure customers get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support to ensure customers are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure customer satisfaction.
Requirements
- Bachelor’s degree preferred, or an associate degree in a technical field with a minimum of 3 years of experience in a customer support environment
- Advanced knowledge of OpenText Fax applications
- Familiarity with RightFax
- Advanced knowledge of Microsoft Windows environments
- Experience with Exchange, Lotus Notes, and SMTP/POP3 services
- Hands-on experience installing, configuring, and troubleshooting IIS (Internet Information Services)
- Understanding of telephony infrastructure and internet telephony (FoIP)
- Experience with IP networking
- Experience working with SQL databases
- Experience with Web APIs
- Understanding of load balancing and monitoring concepts
- Proven track record of in-depth technical troubleshooting and root cause analysis
- Strong relationship-building and team collaboration skills, with the ability to negotiate and resolve conflicts
- Excellent communication, coordination, and collaboration skills, with the ability to navigate complex, matrixed organizations
- Ability to proactively guide customers on best practices, configuration optimization, performance tuning, and integrations
- Willingness and ability to travel as required (<10%)
- Willingness and ability to work occasionally outside standard business hours, including weekends, to meet customer needs
Nice To Haves
- French or Spanish language skills are an asset
- Knowledge of XM Fax (Xmedius) and Fax2Mail solutions is an asset
- Knowledge of other OpenText products is an asset
- Willingness and ability to learn additional products as needed to support business and customer requirements
Responsibilities
- Be the customer's single point of contact for support incidents opened for a specific product center.
- Develop an in-depth understanding of your customer’s environment
- Implement & establish a strong trusted working relationship with customers.
- Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently
- Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution.
- Identify and recommend best practices to help our customers minimize operational risks and avoid common pitfalls.
- Provide periodic supportability assessments & offer technical support mentoring to increase the customer's knowledge.
- Understand the operational profile of your customer's environment to improve the support and guidance that OpenText delivers.
- Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment.
- Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.
- Delivery short-term custom offerings to address customers’ unique needs and requests.
Benefits
- Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing
- Variable and commission compensation opportunities for eligible roles
- Vacation entitlement
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
