Sr. Technical Support Specialist

Open Text Corporation • Richmond Hill, ON

45d • Onsite

About The Position

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management.

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'll be instrumental in constructing cutting-edge information management solutions that contribute to helping our customers use our world class software and making them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere.
Our in office, Senior Technical Support Specialist position offers you an opportunity to learn exciting technologies which would enable you to support our customers. Critical thinking is something that you’ll leverage on an ongoing basis as each customers 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.

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. You will work with 85% of the world’s top brands and more than 100,000 customers in 140 countries

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.

Requirements

• 5+ years previous experience working within a technically focused environment for a software application
• Focused on scoping problems and strong troubleshooting ability
• University/College degree within a related discipline or equivalent work experience
• Any combination of the following skills or knowledge is a must: o PBX experience (SIP based telephony systems: Cisco UCM, Avaya, MS Teams, Mitel, Asterisk) o Understanding of SIP o Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers o Good knowledge of Web Servers and HTML (ie. Tomcat or MS IIS) o Experience working with relational DBMS (PostgreSQL and MS SQL Server) o Understanding of Networking principles and Active directory o Working experience with virtual environments and cloud environments (VMWare ESX, Microsoft Hyper V, Azure and AWS)
• As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.

Responsibilities

• Representing OpenText acting as first point of contact for all technical inquiries regarding Voice and Contact Center 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

• At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page.
• As you move through the hiring process, we’re happy to provide more details about our 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: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees