Sr. Technical 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.

• Challenging yourself to master difficult subject matter
• Communicating with, and assisting, people of greatly varying technical skill levels
• Consistently providing excellent technical support and a positive customer experience
• Troubleshooting errors with varied degrees of depth and complexity
• Communicating with Engineering in a clear, concise, and thorough manner, regarding product deficiencies and improvements
• Keeping a patient and collected composure while resolving customer requests
• Scoping and clarifying problems to ensure full understanding
• Both giving and receiving coaching on problem identification, scoping, understanding, and setting expectations
• Utilizing and creating departmental resources, such as training videos, knowledge base articles, product documentation, etc.
• Searching information sources for relevant documentation, user/admin guides, knowledge base articles, white papers, PDFs, reliable websites, etc.
• Building and leveraging VMs, maintaining a functional virtual workspace
• Working with Development and Product Management to drive customer issues