Sr. Manager, Technical Support

1 month ago

Kitchener, Ontario, Canada opentext Full time

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

Reporting to the VP of Global Business Network Support, the Senior Manager, Technical Support for Liaison role is to lead the day-to-day operations of the Liaison support team members while leveraging strategic and tactical leadership guidance.

WHAT THE ROLE OFFERS

  • Set the strategic direction for a globally dispersed technical support- BN Liaison team with matrixed oversight of our Center of Excellence teams.
  • Ensure global BNS Liaison teams work in a common framework. North American, South American, EMEA and Asian BN Support teams should all work within a common set of processes and expectations.
  • Continue the Voice of Quality (VoQ) process by which BNS provides engineering a prioritized set of its top issues, whether an enhancement or a bug fix, for consideration.
  • Utilize KPI's to relentlessly drive service quality, thus impacting Customer Satisfaction and Retention.
  • Develop strategies to manage cost and scale without reducing quality of customer experience, including the use of BN Aviator and, where possible,
  • Be an evangelist on Self Service & Adoption by reinforcing an approach to each customer interaction with Global Technical Support (chat session, forum thread, ticket etc.) ensuring we fix once and resolve many times.

WHAT YOU NEED TO SUCCEED

10+ years of experience leading technical support teams and experience with the Liaison product set. The ability to work and communicate collaboratively within OpenText to create alignment within and across teams which is inclusive of sharing resources, ideas, practices or approaches with others to further the best interest of the company. Challenges the status quo; encourages people to question existing methods, practices, and assumptions; supports people in their efforts to try new things Strong change agent who can drive long term initiatives; manage and embed change at an individual, organizational & cross functional level. Excellent relationship building skills and the ability to approach situations with an organizational and customer perspective A Bachelor's degree is required.

ONE LAST THING

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 at Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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