Technical 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**:
The Technical Support Specialist will be responsible for making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on OpenText products. Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.

This position requires strong technical and problem-solving skills. Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. Critical thinking is something that you’ll use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you’ll always feel supported.

**You are great at**:

- You are excited to work with customers who have OpenText solutions on premise and in the cloud.
- You have exceptional written and verbal communication skills to use to represent OpenText with excellent composure and patience, while clearly documenting all interactions for multiple issues and attending status calls.
- You have focus and can express empathy to manage customer relationships in highly critical situations.
- You are familiar with isolating, reproducing, and analyzing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity severity.
- You can act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer requested features are documented and followed through to resolution as necessary.
- You can objectively document and review processes, best practices, white papers, etc. for both internal and external consumption.

**What It Takes**:

- 2 years of experience working within a technical support environment.
- University degree or college diploma within a related discipline or equivalent work experience.
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.
- Proven experience working in a fluid environment that is ever growing and changing.
- Demonstrated ability to multi-task and prioritize work effectively.
- Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.
- Positive attitude, patience, understanding, dedication, and commitment.
- Solid foundation working with Windows Operating Systems, with Unix/Linux experience being an asset.
- Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS) being an asset.
- Experience working with relational databases such as Microsoft SQL Server, with Oracle experience being an asset.
- Experience working with software products deployed in a cloud (AWS/GCP) or containerized (Docker/Kubernetes) environment being an asset.

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