Lead Technical Support Specialist
About The Position
As a valued member of the Americas Technical support team, the Lead Technical Support Specialist engages with customers and OpenText employees to resolve critical customer issues. You will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the VIM (Vendor Invoice Management) product within complex customer environments. The successful candidate will be working in a highly functioning team consisting of Senior, Lead and Principal Technical Specialists that work effectively together to reach a common goal.
Requirements
- 2–5 years of experience working in a technical support environment.
- University or college degree in a related discipline, or equivalent work experience.
- Proven customer support experience in a technical support environment.
- Availability to participate in an on-call support rotation.
- Hands-on experience with SAP R/3 and SAP S/4HANA.
- Strong knowledge of SAP Workflow and ABAP programming.
- Experience with ALV report development.
- Working knowledge of SAP FI/MM modules, including the associated technical and business processes.
- Familiarity with SAP Fiori and web services.
- Experience with dialog programming, including building custom screens and transactions.
- Excellent verbal, written, and phone communication skills.
- Strong analytical, problem-solving, and organizational skills.
Nice To Haves
- Experience with the OpenText VIM product is considered a strong asset.
Responsibilities
- Identify and resolve customer issues in a timely manner, meeting published response time (SLA) requirements through phone support and written correspondence.
- Manage customer relationships and accurately document all customer interactions within the company database.
- Provide recommendations for alternative support options when customer issues are not related to OpenText products.
- Test and validate OpenText product issues across various environments to identify and confirm solutions.
- Author technical documentation and knowledge articles for inclusion in the Knowledge Center Knowledge Base.
- Collaborate with cross-functional teams and other departments to troubleshoot and resolve complex technical issues.
- Report software defects (bugs) and communicate customer feedback and product enhancement suggestions.
Benefits
- A 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, and paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
