Lead Customer Support Representative

2 weeks 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 a Lead Customer Support Representative, you will take the knowledge and experiences you have gained as a Customer Support Representative, 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 with issues that could not be resolved Level 1 support
- 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:

- Participate in outbound campaigns and additional projects that further strengthen Customer Support efforts as needed.
- 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.
- Assist in the content creation/editing process for our KnowledgeBases 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, KnowledgeBase, 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).
- Remain current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role.

What it takes:

- 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
- Demonstrated ability of typing with a speed of 30 words per minute
- History of meeting and/or exceeding established KPIs in a TCA2/TCA3 role
- 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
- 1-3 years’ experience in a technical support and customer centric environment

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