OPENTEXT - THE INFORMATION COMPANY

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’re hiring talent that AI can’t replace to help us shape the future of information management. Join us.

• Provide advanced technical support to customers via phone, email and chat
• Reproduce, troubleshoot, and resolve customer issues related to the assigned OpenText’s products.
• Assist customers and colleagues with installation, configuration, and usage of tools.
• Handle escalated cases, providing advanced troubleshooting and resolution.
• Take and resolve Technical Elevations coming from Senior Technical Support Specialists
• Escalate unresolved cases timely to the CPE from the client’s side when needed.
• Communicate with the client to collect all required additional information needed for case resolution.
• Ensure complete and detailed tracking of each update related to case handling, including all communication, by documenting all steps in the troubleshooting and resolution of the incident.
• Document all interactions and technical details using a CRM tool.
• Create and edit Knowledge Centered Services (KCS) content based on support interactions.
• Collaborate with cross-functional teams to meet SLOs, KPIs, and customer expectations.
• Advocate for customers within the organization and collaborate to resolve issues.
• Provide concrete and reliable information to clients, in compliance with respected procedures.
• Use professional business language in all communications with customers.
• Provide clear communication and updates between teams and departments to ensure consistent support.
• Meet service delivery guidelines, ensuring customer satisfaction is measured through surveys.
• Follow 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.
• Mentor colleagues and share knowledge to improve team performance and skill development.
• Prepare and refresh technical and procedure trainings.
• Collaborate with other team members to provide high-quality support and quick resolution of client requests.
• Seek continuous improvement of the provided service’s quality.
• Be part of Queue Monitoring when requested and ensure accomplishment of service level agreements.