Manager, Technical Support

Open Text Corporation • Richmond Hill, ON

1d • CA$92,320 - CA$138,500

About The Position

Our Manager, Technical Support position offers you an opportunity to learn exciting technologies which would enable you to support our clients. Critical thinking is something that you’ll leverage on an ongoing basis as each client’s situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

Requirements

• 7+ years previous experience working within a technically focused environment. Highly developed professional/technical skills are needed to perform the job.
• Strong team building skills and previous experience leading technical teams
• Previous experience interfacing with clients in a support capacity
• Excellent communication skills, written and verbal.
• Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
• Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
• Experience working with relational DBMS (Oracle, MS SQL Server and IBM DB2)
• Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
• Enterprise Content Management

Responsibilities

• Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
• Direct responsibility to oversee the operations of the Client Support team. This encompasses time management, issue prioritization, and policy compliance.
• Deliver a client centered philosophy.
• Mentor Client Support team members.
• Manage all client relations for client problems that are escalated to your attention. This includes developing action plans for escalated client problems, informing clients of the plans, and keeping clients apprised of the progress.
• Develop standard operating procedures for the Open Text Client Support team.
• Participate in Human Resource activities such as hiring, performance management, training, etc.
• To keep the Senior Management of North American Client Support advised of all problems and potential problems within the Open Text Client Support team and make recommendations towards finding solutions.
• To provide leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text.
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

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, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed