Sr. Technical Support Specialist

Open Text Corporation • Richmond Hill, ON

1d

About The Position

A Sr. Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you will help deliver and support innovative information management solutions while providing an end to end technical support experience of the highest quality across OpenText products. Every customer interaction is both a technical challenge and a chance to build trust, strengthen relationships, and reinforce OpenText’s commitment to our customers’ success.

Requirements

• 5+ years previous experience working within a technically focused environment.
• Focused on scoping problems and strong troubleshooting ability
• University/College degree within a related discipline or equivalent work experience
• Good foundation/knowledge working with Linux OS/ Windows OS, Windows and Linux Servers
• Good knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
• Experience working with relational DBMS (Oracle, MS SQL Server and IBM DB2)
• Understanding of Networking principles and Active directory
• Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)

Nice To Haves

• Development (Java, SQL, CGI, Perl, .NET or C++) experience will be an advantage
• As a 24x7x365 organization, shift work covering NA PST hours, holidays and on-call responsibilities may be required.
• Good to have Documentum experience

Responsibilities

• Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
• Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
• Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
• Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution.
• Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
• 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: Senior
• Education Level: Associate degree