Manager, Technical Support

1 month ago

Waterloo, Canada Open Text Corporation 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.
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.
Your Impact
As a Technical Support Manager, you’ll lead a team to deliver exceptional end-to-end technical support for OpenText products. By addressing technical concerns and strengthening customer relationships, you’ll ensure customers' success and satisfaction. Your leadership will play a pivotal role in managing customer escalations, optimizing support processes, and driving innovation in service delivery, all while contributing to OpenText's reputation for excellence.
What the Role Offers
- Opportunity to manage a team supporting cutting-edge technologies for Fortune 500 companies.
- A collaborative and supportive work environment with mentorship from senior leaders.
- Engagement in diverse responsibilities, including process improvement, customer satisfaction management, and team development.
- A chance to drive innovation in technical support tools and processes, while mentoring and fostering team growth.

What You Need to Succeed
- Skills and Experience:

- Managing metrics including SLOs, KPIs and MBOs; productivity, staffing plans and work scheduling
- Developing and directing work schedules and monitoring workflow to achieve globally established goals and objectives
- Overseeing the operations of a Customer Support team. This encompasses time management, issue prioritization, and policy compliance
- Managing all customer relations for issues and problems that are escalated to your attention. This includes developing action plans, informing customers of the plans and keeping customers informed of the progress
- Improving standard operating procedures for the Customer Support team
- Participating in Human Resource activities such as hiring, performance management, training, etc.
- Providing leadership and facilitating open communication between Support Agents within the group and other departments within OpenText
- Delivering a customer centered philosophy
- Developing training and competency plans, establishing career paths and mentoring team members
- Personal Attributes:

- Ability to interact with people and adjust your communication style based on their individual needs 
- Ability to navigate difficult conversations with customers 
- You won’t be satisfied until customers are satisfied
- Strong focus on continuous improvement and career progression 
- The desire to drive a team that contributes by promoting a positive team environment and team growth 
- A proven track record of judgment and decision-making 
- Education and Experience:

- 4+ years of relevant managerial experience in an Enterprise support environment
- Highly developed professional/technical skills are needed to perform the job
- Strong team building skills
- Previous experience interfacing with customers in a support capacity
- Previous experience managing C-level escalation situations
- Experience working with employees across multiple locations
- Excellent English communication skills: both written and verbal. Other languages would be beneficial.
- A technical background including knowledge of databases, Operating Systems, Web Technologies and networking protocols / architecture preferred
- Possesses extensive knowledge of the Microsoft Office Suite
- Champions recommendations to senior management for change/improvements and execute on approved proposal(s)
- Excellent interpersonal& presentation skills
- A passion for providing quality customer service and technical support 
- Demonstrated strong analytical and critical thinking skills 
- 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 

One Last Thing
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, r

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