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Technical Support Specialist

2 months ago

Kitchener, Ontario, Canada OpenText Full time

Cloud Support Specialist Summary: Provide exceptional customer support for OpenText Content Suite solutions deployed within the OpenText Cloud, troubleshooting and administering production applications to meet service level agreements.

OpenText is a global leader in information management, where innovation, creativity, and collaboration are key components of our corporate culture. As a member of our team, you will have the opportunity to partner with highly regarded companies, tackle complex issues, and contribute to projects that shape the future of digital transformation.

We are seeking a Cloud Support Specialist to join the OpenText Cloud Production Support Team. In this role, you will support OpenText Content Suite solutions deployed within the OpenText Cloud, working with cross-functional teams to ensure customer satisfaction and meet service levels.

Key Responsibilities:

  • Utilize exceptional written and verbal communication skills to deliver outstanding customer focus and empathy.
  • Respond to and resolve customer technical requests, with an understanding of the customer's managed hosted environment and applications within the OpenText Cloud.
  • Operate, manage, and administer production applications like Content Suite while adhering to documented policies and procedures.
  • Monitor and troubleshoot alerts from applications, servers, and devices to meet service level agreements.
  • Collaborate with cross-functional teams, including Product Support, IT, Network Operations, and Professional Services, to address technical issues.

Requirements:

  • Experience with Cloud technologies.
  • A university/college degree in a related discipline or equivalent work experience, with a minimum of 2-3 years in a technical support role.
  • Experience with Content Suite or SuccessFactors is an asset.
  • Experience delivering service within an ITIL-based service delivery model.
  • Skills in Windows, UNIX, and Application administration in a TCP/IP networked environment.
  • Experience with relational DBMS such as MS SQL Server, PostgreSQL/Postgres, Oracle, or MySQL.
  • Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, etc.).
  • A strong desire to provide exceptional customer support with a focus on first-call resolution.
  • Proficiency in French is an asset.

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.