Production Support Specialist
About The Position
Serves as the customer contact for questions on usage, functionality, and problems encountered with OPENTEXT products and services. In addition, the position will require increased roles in day-to-day customer relations, escalations, and requirements concerning the training/technical knowledge for those specialists within the same customer grouping. The candidate must possess strong analytical and troubleshooting skills and excellent communication skills, both written and verbal. They must display expertise with the product offering and environments in which they operate.
Requirements
- College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.
- Minimum of 3 years related experience
- Must demonstrate very good problem solving, analytical and organizational skills
- Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy
- Must be able to work the night shift, shift rotation, holidays and on call (when necessary)
- Fluency in French & English
Nice To Haves
- EDI knowledge preferred.
Responsibilities
- Provide production monitoring of data, error analysis, as well as, serves as the customer contact for questions on usage, functionality and problems encountered with BN products and services.
- Expertise within the product offering and the environments they operate. They must possess & display an understanding of application functionality, relational database architecture, operating systems, and communication protocols.
- Increased role in day-to-day customer relations, escalations, and mentoring/training/technical knowledge.
- Serve as highest escalation point (SME) within the team, train and mentor new team members, identify, develop, and promote new process.
- Provides technical support responding to case service levels, providing production support, effectively analyzing issues, providing issue resolution, and customer notification. Recreates customer issues & escalates to appropriate level.
- Actively participates in self-improvement, process, and technology training programs.
Benefits
- vacation entitlement
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
