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Lead Technical Support Specialist

2 months ago

Waterloo, Canada OpenText Full time
Lead Technical Support Specialist

Waterloo, ON, CA

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

As a key member of the Americas Technical Support team, the Lead Technical Support Specialist plays a vital role in delivering exceptional technical support to enterprise customers. In this position, you will be responsible for resolving complex customer issues related to the Vendor Invoice Management (VIM) product, ensuring high levels of customer satisfaction. You will collaborate across various business units, providing timely solutions and working to maintain strong customer relationships.

WHAT THE ROLE OFFERS

  1. Troubleshoot and resolve customer issues via phone and written correspondence, adhering to established response times.
  2. Maintain clear and detailed documentation of customer interactions in the company's database.
  3. Offer alternative solutions for issues not directly related to OpenText products.
  4. Conduct testing in various environments to validate and resolve product-related concerns.
  5. Develop and contribute technical documents to the Knowledge Center Knowledge Base.

WHAT YOU NEED TO SUCCEED

  1. 2-5 years of experience in a technical support environment.
  2. A degree in a relevant field or equivalent professional experience.
  3. Strong customer support skills within a technical setting.
  4. Availability for on-call support.
  5. Experience with the VIM product is a strong advantage.
  6. Proficiency in SAP R/3, S4/HANA, SAP workflow, ABAP programming, and ALV Report Development.
  7. Technical knowledge in SAP FI/MM modules and business processes.
  8. Familiarity with SAP Fiori and Web services is beneficial.
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