Lead Technical Support Specialist

5 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 digital transformation.

**Your Impact**

As a valued member of the Americas Technical support team, the Lead Technical Support Specialist engages with customers and OpenText employees to resolve critical customer issues. You will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the VIM (Vendor Invoice Management) product within complex customer environments.

**What the role offers**
- Identifying and resolving customers' issues in a timely manner (in accordance with published response times) via telephone support and written correspondence.
Managing customer relationships and clearly documenting all interactions within the company database.
- Testing of Open Text product issues within various environments for validation and solution purposes.
- Authoring technical documents for inclusion in the Knowledge Center Knowledge Base.
Collaborating with other departments and teams in troubleshooting issues.
Reporting software bugs and customer suggestions.

**What you need to succeed**
- 2-5 years previous experience working within a technical support environment
- University/College degree within a related discipline or equivalent work experience
- Experience with the VIM product would be considered a great asset
- Experience with SAP R/3 and S4/HANA
- Strong skills in SAP workflow and ABAP ProgrammingStrong skills in ALV Report Development
- Working Knowledge in SAP FI/MM modules (Technical) and business processes.
- Some experience with SAP Fiori and Web services.

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