Technical Support Specialist
About The Position
The Customer Success & Support Organization is dedicated to ensuring every customer interaction reflects our commitment to service excellence, partnership, and trust. We take pride in connecting directly with our customers, transforming complex challenges into seamless and successful outcomes that support their business objectives. We strive to deliver a responsive, consistent, and positive customer experience, building confidence and satisfaction with every engagement. Working closely with cross-functional teams, we continuously improve our processes, advocate for our customers, and resolve issues efficiently. We are committed to customer success, accountability, and continuous improvement in everything we do. The Technical Support Specialist will be responsible for 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. Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology while working with the world’s top Fortune 500 companies. Critical thinking is something that you’ll use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you’ll always feel supported.
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
- 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
- Knowledge of mail servers used with Linux or Windows
Responsibilities
- Work with customers who have OpenText solutions
- Provide exceptional written and verbal communication skills to represent OpenText with excellent composure and patience, while clearly documenting all interactions for multiple issues and attending status calls
- 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
- Compensation programs, including variable and commission compensation opportunities for eligible roles
- Vacation entitlement
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
