Product Support Specialist

3 weeks 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**

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 it takes**:

- Familiarity with LINUX or another form of command line UNIX.
- 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 will not be satisfied until you are an expert in what you do
- Strong focus on continuous improvement and career progression
- You are a key team contributor, and promote a positive team environment and team growth
- Able to manage the various daily duties with a smile
- A track record of sound 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
- Able to articulate an informed opinion on important topics

**Skills & Experience**:

- Passion for providing quality customer service and technical support
- Demonstrated strong analytical and critical thinking skills
- Strong verbal and written communication skills
- Experience in a training/ment



  • Waterloo, Canada GHD Full time

    Organizations don't innovate, people do. As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good.  And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.  Join our team of over 600 data scientists, design...


  • 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...


  • Waterloo, Canada Open Text Corporation Full time

    **Lead Technical Support Specialist**: - Req id: 40194- Waterloo, ON, CA**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,...


  • Waterloo, Canada Ansys Full time

    Requisition #: 14252 Our Mission: Powering Innovation That Drives Human Advancement When visionary companies need to know how their world-changing ideas will perform, they close the gap between design and reality with Ansys simulation. For more than 50 years, Ansys software has enabled innovators across industries to push boundaries by using the...


  • Waterloo, Canada University of Waterloo Full time

    Overview: **Term: 1 year.** The Technical Support Specialist will be responsible for providing front line technical support for CEE, its affiliated business units, and its clients. The scope of support offered is highly variable, demanding an incumbent with a high degree of problem solving ability, excellent critical thinking skills, and an innate ability...


  • Waterloo, Canada University of Waterloo Full time

    Overview: The Client Support Specialist is a key member of the WUSA team and is responsible for the day-to-day operation of the WUSA’s end-user computer infrastructure. The role ensures front-line, first level support for 50+ full-time user computers and over 150 user accounts for part-time staff and standalone devices across the organization. The Client...


  • Waterloo, Canada University of Waterloo Full time

    Overview: A Network Support Specialist is responsible for supporting the data network at the University of Waterloo, its underlying infrastructure and working with clients to resolve issues. Each person participates in a wide range of activities to ensure a robust data network and a quality client experience. People in this position should be familiar with...

  • Service Specialist

    1 month ago


    Waterloo, Canada Manulife Full time

    **_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you....


  • Waterloo, Canada People Corporation Full time

    We are seeking a Client Service Specialist to join our team in Waterloo, ON. This is an exciting time to join People Corporation. Our high level of acquisition activity and our consistent organic growth continue to define and further enhance our benefits, pension, and HR products and services and how they are delivered to our clients. We are in search of a...

  • Data Specialist

    4 weeks ago


    Waterloo, Canada Karis Disability Services Full time

    **Permanent, Full Time** **Data Specialist** **40 hours/week** **Waterloo Office** The Data Specialist is responsible for creating and supporting data and analytics products by enabling data integrity across data sources at Karis Disability Services. This includes maintaining, transforming, and presenting data. Data maintenance includes documenting the...

  • Learning Specialist

    1 month ago


    Waterloo, Canada CB Canada Full time

    Learning Specialist - Renewals - PROCOM KW is currently searching for a Learning Specialist with experience in sales enablement and/or renewals.Learning Specialist - Renewals Job DetailsOur client’s global Renewals teams are responsible for retention and growth of off-cloud and cloud contracts, and their ability to onboard effectively and keep performing...

  • Equity Specialist

    1 month ago


    Waterloo, Canada University of Waterloo Full time

    Overview: **Term: 1 year.** Reporting to the Director of Equity, the Equity Specialist is a member of the Equity Office responsible for planning, implementing and monitoring equity initiatives. The Specialist provides campus members support and guidance on navigating University procedures. The Specialist manages initiatives in line with the Office of...


  • Waterloo, Canada NAVBLUE Full time

    Job Summary: NAVBLUE is currently seeking a Product Marketing Specialist focused on NAVBLUE’s Plan & Control and Analyze & Optimize value streams to drive the Marketing activities for the Americas region providing market and competitor intelligence, and developing analyses to successfully support NAVBLUE’s business targets. Accountabilities: ...

  • Data Specialist

    1 month ago


    Waterloo, Canada Christian Horizons Full time

    **Temporary, Full Time (approx. 8 months)** **Data Specialist** **40 hours/week** **Waterloo Office (Hybrid)** The Data Specialist is responsible for creating and supporting data and analytics products by enabling data integrity across data sources at Christian Horizons. This includes maintaining, transforming, and presenting data. Data maintenance...


  • Waterloo, Canada MEDA Full time

    **Position Summary** Reporting to the Director, Corporate and Creative Communications, the Communications Specialist will support MEDA’s external communication strategy by writing and co-creating content for digital channels, positioning MEDA as a leader in economic development in the areas of agri-food market systems and impact investment in countries in...


  • Waterloo, Canada University of Waterloo Full time

    Overview: The Specialist, Integrated Communications will be part of a fast-paced team of integrated communications professionals. They will play a key role in the development of multimedia content for the University’s websites and a suite of central institutional print and digital collateral used to advance the University of Waterloo’s reputation. The...


  • Waterloo, Canada Perimeter Institute for Theoretical Physics Full time

    Perimeter Institute for Theoretical Physics is an independent, resident-based research institute devoted to foundational issues in theoretical physics at the highest levels of international excellence. With a mission to advance our understanding of the universe at the most fundamental level, and stimulate the breakthroughs that could transform our future....


  • Waterloo, Canada Libro Credit Union Full time

    Career Opportunity Libro is growing - and Libro is hiring. Our expansion plans include a series of new hires across southwestern Ontario. Take a look. Who We Are Imagine working for an organization where every employee and customer is an Owner. No matter whether a customer Owner or employee Owner, everything we do at Libro is about helping people...


  • 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...


  • Waterloo, Canada Scotiabank Full time

    Requisition ID: 192629 As a cornerstone business within Scotia Wealth Management®, ScotiaMcLeod has earned a reputation for integrity based on service excellence and trusted investment advice. Our advisors and teams pride themselves on exploring innovative approaches to protecting and growing their clients' assets. When you join ScotiaMcLeod, you’ll be...