Customer Operations Project Manager

Open Text Inc.•Waterloo, ON

1d•$46,880 - $70,320

About The Position

OpenText's Global Technical Support (GTS) organization resolves millions of customer support tickets annually, playing a vital role in customer satisfaction and retention. The Digital Support Platforms team within GTS Operations ensures smooth functioning of various support platforms and tools used by support delivery teams and customers by providing technical assistance and serving as a bridge between GTS Operations and IT. Our goal is to facilitate seamless customer self-service and ensure flawless support case experiences for delivery staff, partners and customers. OpenText is seeking a Technical Support Specialist to enhance the Digital Support Platforms team within GTS Operations. This role leverages your technical support expertise to specialize in helping customers, support staff, other colleagues in diagnosing, troubleshooting, repairing and debugging complex systems. You will support the support delivery teams by providing technical guidance, solve problems, and performing Administrator functions in the CSM platforms used by GTS delivery teams. The goal of the Digital Support Platforms team is to ensure customers can access self-service content and, when needed, have a flawless support case experience.

Requirements

3+ years of experience in technical support with flexibility for on-call support
Bachelor’s degree in Computer Science/Technology/Engineering is preferred
Excellent communication skills (both written and verbal)
Ability to effectively communicate complex technical issues to customers and stakeholders
Firsthand experience using Administrator functions of customer support, community/forums, knowledge management tools such as OpenText Service Management (OTSM), ServiceNow, Salesforce, Vanilla Forums, Verint, Zendesk, Nohold.
Knowledge of technologies in the industry such as REST and SOAP services, Database technologies, XML, JSON and HTML & CSS, Windows, Office, etc.
Experience working in shared bug tracking tools, such as JIRA, Octane.

Nice To Haves

In-depth knowledge of KCS best practices from the Consortium for Service Innovation, with KCS Certification (preferably as a KCS Coach) is an asset

Responsibilities

Clearly and professionally communicating your understanding of a problem, your thought process, expectations and solutions to non-technical audiences.
Providing advanced technical support to customers via phone, email and chat
Reproducing, troubleshooting and resolving customer issues related to the assigned OpenText's products
Following best practices in ticket management processes, ensuring that all clients’ tickets are assigned, checked, daily updated, and every effort is made to meet the required service level
Collaborating with product engineering teams and other team members to provide high-quality support and quick resolution of client requests
Ensuring constant self-development by using each moment and way to improve in day-to-day work, following web-based trainings, personal development plans, etc.