Associate Product Support Specialist

7 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.

**The Opportunity**

As an Associate Product Support Specialist, you resolve difficult customer issues and contribute to the overall growth of the business and your peers. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will:

- Ensure customer has best product that suits their needs
- Provide guidance to fellow Associate Product Support Specialists
- Participate in the content creation lifecycle for support documentation

**You are great at**:

- Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues.
- Learn the technical architecture of Opentext products
- Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions.
- Work Independently and properly manage assigned cases with proactive case management best practices and close the loop on escalations to other teams.
- Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.
- Assist fellow representatives with live assistance to facilitate issue resolution. Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with Customer Support Management as needed, to review data, identify solutions, and assist with implementation.
- Participate in the Customer Support Mentor Program where you will provide specific guidance to fellow representatives on targeted opportunity areas. Clearly communicate results of mentor sessions and proposed next steps to Customer Support Management.
- Continued use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions.
- Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy).
- Assist Engineering and Development teams by reporting issues, reproducing issues, dogfooding, and testing provided patches.
- Remain current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role.
- Participate in outbound campaigns and additional projects that further strengthen Customer Support efforts as needed.

**What it takes**:

- Familiarity with LINUX or another form of command line UNIX.
- Strong background in customer service (either in person and/or phone)
- You enjoy learning about new technologies and teaching others about them.
- Ability to interact with people and can adjust your communication style based on their individual needs
- Ability to navigate difficult conversations with customers
- Passionate about resolving customer issues and making a proactively resolving issues for future customers
- Quick learner and follows process
- You won’t be satisfied until you are an expert in what you do
- Strong focus on continuous improvement and career progression
- Be a key team contributor, promoting a positive team environment and team growth
- Be able to manage the various daily duties with a smile
- A track record of judgment and decision-making
- Highly autonomous and able to independently identify high value projects
- Demonstrated leadership capability in cross-functional team environments
- High degree of comfort with complex technical environments
- Having and being able to articulate/defend an informed opinion on important topics

**Skills & Experience**:

- Passion for providing quality customer service and technical support
- Demonstrated strong analytical and critical thinking skills
- Strong verbal and written communication skills
- Experience in a training/mentoring role is preferred
- Associates Degree in a technical field or equivalent experience is preferred
- AS, BS or BA degree in a computer related field preferred. Equivalent work experience will be accepted in place of the education requirement.

  • Associate Production Support Specialist

    2 weeks ago

    Waterloo, Canada Open Text Corporation Full time

    **Hiring Manager**: Pratt Dubey **Talent Acquisition Advisor**: Olu Adeyeye **Job Code Level**: TCP1 Refer Your Friends! YOUR IMPACT Are you passionate about technology and customer support? As an Associate Product Support Specialist at OpenText, you’ll play a key role in resolving complex customer issues and contributing to the success of your team. With...

  • Associate Product Support Specialist

    2 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Req id**:42912- 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...

  • Associate Product Support Specialist

    3 months 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...

  • Associate Product Support Specialist

    5 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

    5 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Associate Product Support Specialist**: - Req id: 37899- 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. Be part of a...

  • Associate Product Support Specialist

    5 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...

  • Associate Product Support Specialist

    5 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Associate Product Support Specialist (Linux)**: - Req id: 39985- 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...

  • Associate Product Support Specialist

    5 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Associate Product Support Specialist (Webroot)**: - Req id: 39148- 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...

  • Associate Product Support Specialist

    5 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. Be part of a Canadian success story! From its innovative start as a research project by...

  • Associate Product Support Specialist

    6 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...

  • Production Support Specialist

    6 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...

  • Associate Technical Support Specialist

    2 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Req id**:43006- 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...

  • Production Support Specialist

    6 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...

  • Product Support Specialist

    5 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,...

  • Product Support Specialist

    7 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...

  • Product Support Specialist

    5 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 Support Specialist

    2 weeks ago

    Waterloo, Ontario, Canada iGUIDE Full time

    i GUIDE Customer Support RoleFounded in 2013, Planitar Inc. is the innovative maker of i GUIDE, a proprietary camera and software platform for capturing accurate floor plans, immersive 3D virtual tours, and extensive property data.i GUIDE is the most efficient system for mapping interior spaces, featuring accurate floor plans, measurements, and reliable...

  • Warehouse and Production Associate

    1 month ago

    Waterloo, Ontario, Canada Savers Full time

    About UsSavers is a purpose-driven company that champions reuse and inspires a future where secondhand is second nature. We supply our stores with gently-used, one-of-a-kind items that have been donated by the community to local nonprofit organizations.Job SummaryWe are hiring Retail Warehouse & Production Associates to create an awesome experience for our...

  • Retail Production Associate

    6 months ago

    Waterloo, Canada Goodwill Industries Ontario Great Lakes Full time

    **Retail Production Associate** Goodwill is hiring, join our growing organization today! We are looking for people just like YOU! Production Associate is a customer service role responsible for providing excellent service while ensuring a healthy and safe work environment. As a Production Associate, you will contribute to Goodwill's mission by supporting...

  • Packs Associate

    6 months ago

    Waterloo, Canada Waystone Governance Ltd. Full time

    Waystone leads the way in specialist services for the asset management industry._ - Partnering with institutional investors, investment funds and asset managers, Waystone builds, supports and protects investment structures and strategies worldwide._ - With over 20 years’ experience and a comprehensive range of specialist services to its name, Waystone is...