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Associate Product Support Specialist

3 months ago

Kitchener, Ontario, Canada opentext Full time

OPENTEXT - THE INFORMATION COMPANY
Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world.

We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

The Opportunity


As an Associate Product Support Specialist, you will resolve customer issues and contribute to the overall growth of the business and your peers.

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:

  • Troubleshoot technical and nontechnical 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
  • Provide guidance to fellow Customer Support Representatives
  • Participate in the content creation lifecycle for support documentation

You are great at:

  • Properly escalating cases to the appropriate teams as needed based on issue complexity and process documentation. Working closely with these teams to identify new trends/resolutions
  • Working independently and properly managing assigned cases with proactive case management best practices and closing the loop on escalations to other teams
  • Assisting 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
  • Assisting fellow representatives with live assistance to facilitate issue resolution. Utilizing existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with Customer Support Management as needed, to review data, identify solutions, and assist with implementation
  • Participating in the Customer Support Mentor Program where you will provide specific guidance to fellow representatives on targeted opportunity areas. Clearly communicating results of mentor sessions and proposed next steps to Customer Support Management
  • Using Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions
  • Achieving our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy)
  • Remaining current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role
  • Participating in outbound campaigns and additional projects that further strengthen Customer Support efforts as needed

What will make you successful at OpenText:

  • You enjoy learning about new technologies and teaching others about them
  • Ability to interact with people and can adjust your communication style based on their individual needs
  • Ability to navigate difficult conversations with customers
  • Passionate about resolving customer issues and proactively resolving issues for future customers
  • Quick learner and follows process
  • You won't be satisfied until you are an expert in what you do
  • Strong focus on continuous improvement and career progression
  • You are a key team contributor, and promote a positive team environment and team growth
  • Able to manage the various daily duties with a smile
  • A track record of sound judgment and decisionmaking
  • Highly autonomous and able to independently identify high value projects
  • Demonstrated leadership capability in crossfunctional team environments
  • High degree of comfort with complex technical environments
  • Able to articulate an informed opinion on important topics

What it takes:

  • Passion for providing quality customer service and technical support
  • Demonstrated strong analytical and critical thinking skills
  • Strong verbal and written communication skills
  • Experience in a training/mentoring role is preferred
  • Associates Degree in a technical field or equivalent experience is preferred
  • 13 years' experience in a technical support and customer centric environment