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Associate Product Support Specialist
2 months ago
Join OpenText, a global leader in information management, where innovation, creativity, and collaboration drive our corporate culture. As an Associate Product Support Specialist, you'll partner with top companies worldwide, tackle complex issues, and contribute to projects shaping the future of digital transformation.
Your ImpactAre you passionate about technology and customer support? In this role, you'll play a key part in resolving complex customer issues and driving team success. With excellent training, supportive leadership, and smart processes, you'll have everything you need to grow your career and achieve continued success.
Key Responsibilities- Assist customers with live and deferred transactions via phone and email, providing account-based and technical support.
- Handle advanced troubleshooting of escalated issues, including missing data and complex technical problems.
- Properly escalate cases to appropriate teams based on issue complexity and collaborate closely to identify new trends and resolutions.
- Contribute to our Knowledge Base by creating, editing, and refining content to reflect the latest support findings.
- Participate in the Customer Support Mentor Program, offering guidance to fellow team members and communicating feedback to management.
- Utilize support tools such as CRM, customer account information, and training materials to resolve customer issues effectively.
- A passion for delivering high-quality customer service and technical support.
- Strong analytical and critical thinking skills.
- Technical proficiency in Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications.
- Excellent verbal and written communication skills.
- Experience in training or mentoring is preferred.
- An Associate's Degree in a technical field or equivalent experience is preferred.
- 2-4 years of experience in a technical support and customer-focused environment.
At OpenText, we're committed to building an inclusive work environment that values diversity, equity, and inclusion. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that's 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.
We're dedicated to fostering collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
