Senior Product Support Specialist

at  OpenText

OPENTEXT 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.

YOUR IMPACT

As a Senior Product Support Specialist, you will take the knowledge and experiences you have gained to resolve difficult customer and partner issues and contribute to the overall growth of the business. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will:

• Achieve high levels of customer satisfaction when responding to customer requests via phone or email
• Troubleshoot technical issues with the tools and skills after product training, often working with issues that could not be resolved at previous support levels
• Ensure customer has best product that suits their needs
• Participate in the content creation lifecycle for support documentation

We are looking for people who are interested in continued growth in their technology career with OpenText. An ideal candidate will invest in this job as the true career opportunity it is. A successful Sr. Product Support Specialist is a person who is a self-starter, who can navigate difficult situations and conversations with a professional attitude and seeks opportunities to improve the customer experiences we provide.

SKILLS& EXPERIENCE:

• Ideally, 5+ years’ experience supporting Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications
• AS, BS or BA degree in a computer related field preferred. Equivalent work experience will be accepted in place of the education requirement.
• Must possess highly developed interpersonal and communication skills, and the ability to work with an extensive variety of customers.
• Knowledge of Active Directory, Microsoft Exchange and SQL
• Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP).
• Understanding of peer-to-peer communications, object journaling, understanding of data and work management, general networking and security.
• Proficient with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
• Ability to organize and manage multiple priorities.
• Demonstrable ability to define problems, gather data, establish facts, and draw valid conclusions.
• Must have excellent spoken and written communication skills

• Assist customers with live and deferred transactions via phone and email with technical support inquiries.
• Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues.
• Work independently to solve customer issues and own case work by diagnosing, troubleshooting, and resolving software, application, hardware, data transport, and network issues related to service and product offerings
• Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements
• Work with internal and external teams on technical escalations, bug and a feature request
• Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed
• Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.
• Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with other levels and Management as needed, to review data, identify solutions, and assist with implementation.
• Continued use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions.
• Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy).
• Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed.
• Serve as the initial point of contact regarding product quality issues; document product quality issues reported by the customer and/or partner and refer quality issues to the appropriate departments to increase product quality.
• Become the point person for the Voice of Quality program and deliver actionable data to the VoQ for action, develop reports, analyze data, and produce monthly product scorecards
• Become a mentor to other engineers and deliver training to new employees through the onboarding process
• Go the extra mile to investigate and gather appropriate information, and if necessary, escalate internally. Take responsibility for understanding severity of issue to escalate and /or gather the information needed to resolve issue through internal escalation paths in a timely manner. Provide escalation assistance.
• Keep customers informed on how and when problems are resolved within the severity levels timeframe. Inform the customer about all the steps taken to resolve the issue.
• Engaged in new product roll outs, document new releases and ensure Service Delivery Readiness
• Point person for Content, FAQ’s, document solutions, RIAs. Lead on KCS approvals and all enablement items. Review knowledgebase documentation prior to publication.