Production 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 a 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:

- Troubleshoot technical and non-technical issues with the tools and skills after product training, often working issues that could not be resolved at previous support levels
- Ensure customer has best product that suits their needs
- Provide guidance to fellow 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 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 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**:
What will make you successful at OpenText:

- 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
- 2-4 years’ experience in a technical support and customer centric environment

  • Production Support Specialist

    5 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 Support Specialist

    4 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

    4 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...

  • 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

    2 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

    4 weeks 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

    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...

  • 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...

  • 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

    4 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

    4 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 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...

  • 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...

  • Technical Support Specialist

    2 weeks ago

    Waterloo, Ontario, Canada beBee Professionals Full time

    We are seeking a highly skilled Technical Support Specialist to join our team at beBee Professionals in Waterloo. The ideal candidate will have a strong background in customer service and technical support, with a Bachelor's degree in Computer Science or a related field.The successful candidate will be responsible for:Troubleshooting customer issues and...

  • Product Support Representative

    3 weeks ago

    Waterloo, Canada iGUIDE Full time

    **Founded in 2013, 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 property square footage. By...

  • Product Support Representative

    4 weeks 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...

  • Technical Support Specialist

    1 month ago

    Waterloo, Ontario, Canada Open Text Corporation Full time

    Job Title: Lead Technical Support SpecialistJob Summary:We are seeking a highly skilled Lead Technical Support Specialist to join our Americas Technical Support team. As a key member of our team, you will play a vital role in delivering exceptional technical support to our enterprise customers.Key Responsibilities:Troubleshoot and resolve complex customer...

  • Technical Support Specialist

    4 weeks ago

    Waterloo, Ontario, Canada Open Text Corporation Full time

    Job Title: Lead Technical Support SpecialistJob Summary:We are seeking a highly skilled Lead Technical Support Specialist to join our Americas Technical Support team. As a key member of our team, you will play a vital role in delivering exceptional technical support to our enterprise customers.Key Responsibilities:Troubleshoot and resolve complex customer...

  • Technical Support Specialist

    5 months ago

    Waterloo, Canada Open Text Corporation Full time

    **Technical Support Specialist**: - Req id: 38691- 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 Opportunity**: The...