Manager, Product Support
1 week ago
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 ImpactWe are seeking a Technical Team Manager for a newly Advanced Resolution Technical Support Team. The ideal candidate will have in-depth knowledge of BN Liaison platforms and a passion for delivering exceptional customer experiences.
Key Responsibilities- Troubleshoot and diagnose complex technical problems
- Manage a high-performing team to achieve targeted KPIs, including customer satisfaction and service levels
- Align Support resources to partner with professional services and other internal customer-facing teams
- Lead and coach a team to deliver world-class support
- Manage and/or contribute to support-related projects
- A track record of good judgment and decision-making in positions with significant responsibility
- Highly autonomous and able to independently identify high-value projects and drive them to completion
- Strong analytical skills and in-depth understanding of BN Liaison platforms
- Bachelor's degree in business or related field or equivalent with at least 3 to 5 years of customer applications support experience
- Proven leadership, project management, and problem-solving experience
- Strong verbal and written communication skills
- Ability to define problems, gather data, establish facts, and draw valid conclusions
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.
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