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.

SKILLS& EXPERIENCE:

• Passion for providing quality customer service and technical support
• Demonstrated strong analytical and critical thinking skills
• Strong verbal and written communication skills
• Typically 5+ years’ experience in a technical support and customer centric environment
• A Science, Technology, Engineering, or Mechanics University or Bachelor’s degree preferred.
• Extensive knowledge of either Windows and/or Linux/UNIX Operating Systems.
• Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, an hypothesis formulation and testing.
• Proven experience working in a fluid environment that is ever growing and changing.
• 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.
  OpenText’s efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
  If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us athr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText’s vibrant workplace

• Assisting customers with complex, technical support enquiries via chat, phone and email.
• Providing advanced troubleshooting on issues that have been escalated by previous support levels, including advanced and complex technical issues.
• Working with customers who have OpenText solutions on-premise and in the cloud.
• Written and verbal communication and able to use them to represent OpenText with excellent composure and patience, whilst clearly documenting all interactions for multipleissues and attending, and leading, status calls.
• Remaining focused and able to express empathy to manage customer expectations and relationships in critical situations.
• Properly escalating cases to the appropriate teams as needed based on issue complexity, progress and process documentation. Work closely with these teams to identify newtrends/resolutions.
• Working independently and effectively managing assigned cases with proactive case management best practice and closing the loop on escalations to other teams.
• Positively promoting Knowledge Centred Services and assisting in the content creation/editing process for our Knowledge Base by creating and editing content asnecessary based on findings within your support interactions. This includes, but is not limited to, documenting new issues and solutions, editing existing content for clarity, andremoving content that is no longer relevant.
• Continued use, and encouraging others use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolveassigned customer issues.
• Remaining current on internal alerts, training and process changes that are designed to prepare you for the evolving requirements of the role.
• Acting as the key point of contact while collaborating with other cross-product or crossfunctional teams such as development to ensure software defects and customer requestedfeatures are documented and followed through to resolution as necessary.
• Familiar with isolating, reproducing, and analysing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending oncomplexity severity.
• You can serve as an escalation point and mentor to your team for more complex issues.
• Being flexible with your working hours to allow us to provide on-call / outside business support hours as, and when, needed.
• Collaborating with development teams to replicate and demonstrate issues.
• Maintaining excellent communications with others in support and management
• Representing the company as a technical expert with customers, sharing knowledge in area of expertise and being recognized as an expert in your field.