Manager, Production Support

1 month ago

Waterloo, Canada OpenText Full time

Select how often (in days) to receive an alert:

Manager, Production Support

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.

The Opportunity:
We are seeking a Team Manager for our Customer Support Team. We are looking for someone passionate about customers that will play an instrumental role in ensuring the operational success of our customer contact center.

This role is responsible for management of a team of product and service delivery experts. You will help model the behaviors and tactics that are expected from our agents to deliver world-class support. Responsibilities include managing issue escalations, working with account managers, employees, and outside partners to find timely resolutions, conducting reviews on in-process tickets to confirm accurate technical execution, timely handling, and superior customer service, and leading departmental initiatives for new programs and solutions to enhance SMB-C service offerings and customer service.

You are great at:

  1. Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; adhering to all Policies and Procedures.
  2. Managing contact center aspects of the business and achieving all targeted KPIs, including customer satisfaction, service levels, and escalation quality.
  3. Working with Workforce Management to efficiently schedule staff to handle 7x24 call volume, including after hours on-call support.
  4. Aligning Support resources to partner with professional services and other internal customer-facing teams to provide support coverage for especially complex and technical issues.
  5. Understanding internal structure and building interdepartmental relationships.
  6. Understanding the policies and procedures of OpenText Customer Care.
  7. Effectively monitoring and coaching engineers on their interactions with mandatory Quality Coaching Goals.
  8. Leading and coaching a high-performing team of engineers.
  9. Driving innovation and continuous improvement in Customer Care.
  10. Managing and/or contributing to support-related projects.

What it takes:

  1. A track record of good judgment and decision-making in positions with significant responsibility.
  2. Highly autonomous and able to independently identify high-value projects and drive them to completion.
  3. Demonstrated leadership capability in cross-functional team environments.
  4. High degree of comfort with complex technical environments.
  5. Prior management experience.
  6. Demonstrated knowledge of industry best practices.
  7. Strong analytical skills and understanding of key metrics associated with call center environments.
  8. Strong staff coaching and counseling skills to influence others to take action and achieve objectives.
  9. Bachelor’s degree in business or related field or equivalent with at least 3 to 5 years of customer applications support experience. Advanced degree desirable.
  10. Knowledge and experience in backup and recovery, cloud-based solutions, and services.
  11. Proficient with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
  12. Experience managing Partner and customer escalations and relationships.
  13. Proven leadership, project management, and problem-solving experience.
  14. Proven ability to effectively negotiate and resolve issues and conflicts for both internal and external customers.
  15. Strong verbal and written communication skills.
  16. Ability to define problems, gather data, establish facts, and draw valid conclusions.
  17. You are self-directed and know how to get the job done as quickly and efficiently as possible.
  18. You are a natural motivator, able to turn any negative into a positive.

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 hr@opentext.com.

OPENTEXT -THE INFORMATION COMPANY
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose.

CREATE THE FUTURE
We create economic growth that is inclusive and sustainable.

BE DESERVING OF TRUST
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology.

WE, NOT I
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems.

RAISE THE BAR
We set high standards and expectations, to learn, to be better.

OWN THE OUTCOME
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet.

“We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

#J-18808-Ljbffr

  • Manager, Production Support

    3 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Manager, Production Support**: - Req id: 39438- 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...

  • Manager, Production Support

    4 weeks ago

    Waterloo, Canada Open Text Corporation Full time

    Manager, Production Support Req id: 41568 Waterloo, ON, CA OPENTEXTOpenText 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...

  • Manager, Production Support

    3 months ago

    Waterloo, 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...

  • Manager, Production Support

    1 month ago

    Waterloo, 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...

  • Manager, Production Support

    2 months ago

    Waterloo, 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...

  • Manager, Product Support

    5 days ago

    Waterloo, Canada Open Text Corporation Full time

    **Manager, Product Support**: - Req id: 42235- 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...

  • Manager, Product Support

    4 days ago

    Waterloo, Canada Micro Focus 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...

  • Manager, Product Support

    4 days ago

    Waterloo, 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...

  • Product Support Representative

    4 days ago

    Waterloo, Canada iGUIDE® Full time

    Founded in 2013, in Kitchener, Ontario, Canada, Planitar Inc. is the maker of iGUIDE, a proprietary camera and software platform for capturing and delivering accurate floorplans, immersive 3D virtual tours and extensive property data.iGUIDE is the most efficient system to map interior spaces and features accurate floor plans, measurements, and reliable...

  • Product Support Representative

    3 days ago

    Waterloo, Canada iGUIDE® Full time

    Founded in 2013, in Kitchener, Ontario, Canada, Planitar Inc. is the maker of iGUIDE, a proprietary camera and software platform for capturing and delivering accurate floorplans, immersive 3D virtual tours and extensive property data. iGUIDE is the most efficient system to map interior spaces and features accurate floor plans, measurements, and reliable...

  • Product Support Representative

    4 days ago

    Waterloo, Canada iGUIDE® Full time

    Founded in 2013, in Kitchener, Ontario, Canada, Planitar Inc. is the maker of iGUIDE, a proprietary camera and software platform for capturing and delivering accurate floorplans, immersive 3D virtual tours and extensive property data.iGUIDE is the most efficient system to map interior spaces and features accurate floor plans, measurements, and reliable...

  • Production Support Specialist

    3 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **The Opportunity** As a Product Support Specialist, you resolve difficult customer issues...

  • Production Support Specialist

    3 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Production Support Specialist**: - Req id: 35981- Waterloo, ON, CA**OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **The...

  • Product Manager

    2 months ago

    Waterloo, Canada Voyis Full time

    **About Voyis**: Voyis designs and manufactures high performance underwater optical sensors for subsea vehicles (laser scanners, cameras, and lighting systems) that expand capability and enhance human understanding in ocean exploration and survey. Our products have enabled our customers to survey thousands of kilometers of the ocean floor across all 7...

  • Product Manager

    2 months ago

    Waterloo, Canada Planitar Inc. Full time

    We are looking for a fearless innovator with practical experience to join our team as a Product Manager at Planitar Inc. Working alongside a variety of teams including our other Product Manager, you will be responsible for coordinating company-wide initiatives to develop industry-leading solutions to scale growth in established markets and drive adoption...

  • Product Support Specialist

    2 months ago

    Waterloo, Canada GHD Full time

    **Organizations don't innovate, people do.** As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good. And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter. Join our team of over 600 data scientists, design...

  • Product Manager

    3 months ago

    Waterloo, Canada NAVBLUE Full time

    FunctionPortfolio Growth - Location- Waterloo, Ontario - Reference- Contract typePermanent - Working timeFull Time **Job Summary**: An exciting opportunity exists for a Product Manager role at NAVBLUE for our Flight Operations Solutions. Navblue provides a comprehensive suite of software solutions for flight planning, performance optimization, crew...

  • Product Support Specialist

    2 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Product Support Specialist (Linux)**: - Req id: 39954- 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,...

  • Associate Product Support Specialist

    3 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Associate Product Support Specialist**: - Req id: 38807- Waterloo, ON, CA**OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **The...

  • Associate Product Support Specialist

    3 months ago

    Waterloo, Canada opentext Full time

    **OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **The Opportunity** As an Associate Product Support Specialist, you resolve difficult...