Associate Product Support Specialist

4 weeks 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.

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