Lead Cloud Support Specialist

1 week 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**:
You will be joining a growing team that provides world-class operational support, including hands-on troubleshooting and administration to a variety of enterprise customers. You will be required to collaborate with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved.

**You are great at**:

- Utilizing exceptional written and verbal communication skills while demonstrating a high level of customer focus and empathy.
- Collaborating on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations and Professional Services.
- Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

**What it takes**:

- ** Asset Language Skills**: Being multilingual (English/French) will be an asset but not required.
- ** Additional Assets**: Experience with OpenText products like Content Suite, Exstream, or SuccessFactors. A strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.
- ** Personal Attributes**: Proven experience working in a fluid environment that is ever-growing and changing. A positive attitude, patience, dedication, and commitment.
- ** Responsibilities**: Managing escalations that funnel up from the frontline team (via advisory channels or ownership). Reviewing the RCA and ensuring technical accuracy. Acting as a dedicated resource for select high-profile customers. Working towards being a Subject Matter Expert for one or more knowledge areas related to the team's day-to-day functions. Assisting the frontline team members during Major Incident Management engagements and ensuring smooth handling. Developing and delivering knowledge to the team, i.e., attending Knowledge Transfer Sessions and documenting information for consumption by the team
- University/College degree within a related discipline or equivalent work experience
- On-call rotation required (Saturday - Sunday)

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