Technical Support Specialist

Open Text Corporation • Waterloo, ON

4d

About The Position

A 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 making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on OpenText products. Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers. This position requires strong technical and problem-solving skills.

Requirements

• 2 years of experience working within a technical support environment
• University degree or college diploma within a related discipline or equivalent work experience
• Strong desire to provide exceptional customer support
• Demonstrated ability to multi-task and prioritize work effectively
• Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge
• Positive attitude, patience, understanding, dedication, and commitment
• Solid foundation working with Linux
• Knowledge of mail servers used with Linux or Windows.

Nice To Haves

• Microsoft Windows experience
• Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS)
• Experience working with relational databases such as Microsoft SQL Server
• Oracle experience

Responsibilities

• Provide an end-to-end technical support experience of the highest quality on OpenText products.
• Address customer concerns, which is not only technical but also an opportunity to build on and strengthen relationships and partnerships with customers.
• Manage multiple customer cases simultaneously, ensuring accurate documentation, timely updates, and adherence to SLAs.
• Isolate, reproduce, and analyze complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity and severity.
• Act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer-requested features are documented and followed through to resolution as necessary.
• Objectively document and review processes, best practices, white papers, etc. for both internal and external consumption.
• Provide after-hours or on-call support if required.

Benefits

• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
• Details about compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off will be provided during the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree