Product Support Specialist

4 days ago

Waterloo, Canada opentext Full time

**OPENTEXT - THE INFORMATION COMPANY**

Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

The Opportunity

As an Associate Product Support Specialist, you will resolve 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 with issues that could not be resolved at previous support levels
- Ensure customer has best product that suits their needs
- Provide guidance to fellow Customer Support Representatives
- Participate in the content creation lifecycle for support documentation

You are great at:

- Properly escalating cases to the appropriate teams as needed based on issue complexity and process documentation. Working closely with these teams to identify new trends/resolutions
- Working independently and properly managing assigned cases with proactive case management best practices and closing the loop on escalations to other teams
- Assisting in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings The Opportunity

As a Production Support Specialist, you will take the knowledge and experiences you have gained as an Associate Production Support Specialist to 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 Customer Support Representatives
- Participate in the content creation lifecycle for support documentation

You are great at:

- Providing advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues
- Learning the technical architecture of Opentext products
- Properly escalating cases to the appropriate teams as needed based on issue complexity and process documentation. Working closely with these teams to identify new trends/resolutions
- Working independently and properly managing assigned cases with proactive case management best practices and close the loop on escalations to other teams
- Assisting 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
- Assisting fellow representatives with live assistance to facilitate issue resolution. Utilizing 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
- Participating in the Customer Support Mentor Program where you will provide specific guidance to fellow representatives on targeted opportunity areas. Clearly communicating results of mentor sessions and proposed next steps to Customer Support Management
- Using support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions
- Achieving our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy)
- Assisting 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
- Assisting Engineering and Development teams by reporting issues, reproducing issues, “dogfooding,” and testing provided patches
- Remaining current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role
- Participating in outbound campaigns and additional projects that further strengthen Customer Support efforts as needed

What will make you successful at OpenText:

-

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