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Senior Technical Support Manager
2 months ago
OpenText is a premier organization in the realm of information management, where innovation, creativity, and teamwork are fundamental to our corporate ethos. As a valued member of our team, you will engage with some of the most esteemed companies globally, address intricate challenges, and contribute to initiatives that define the future of digital transformation.
In this role, reporting to the VP of Global Business Network Support, the Senior Technical Support Manager for Liaison will oversee the daily operations of the Liaison support team, providing both strategic and tactical leadership.
Key Responsibilities:- Establish the strategic vision for a globally distributed technical support team focused on BN Liaison, ensuring cohesive oversight of our Center of Excellence teams.
- Guarantee that global BNS Liaison teams operate within a unified framework, ensuring consistency across North America, South America, EMEA, and Asia.
- Advance the Voice of Quality (VoQ) initiative, enabling BNS to relay a prioritized list of critical issues to engineering for consideration, whether they pertain to enhancements or bug fixes.
- Leverage Key Performance Indicators (KPIs) to consistently enhance service quality, thereby positively influencing Customer Satisfaction and Retention.
- Formulate strategies to manage costs and scale operations without compromising the quality of customer experience, including the utilization of BN Aviator.
- Advocate for Self-Service & Adoption by promoting a philosophy in every customer interaction with Global Technical Support, ensuring that we resolve issues efficiently and effectively.
- Possess over 10 years of experience in leading technical support teams, particularly with the Liaison product suite.
- Demonstrate the ability to collaborate and communicate effectively within OpenText, fostering alignment across teams through resource sharing, idea exchange, and best practices.
- Challenge conventional methods; inspire team members to question existing practices and support innovative approaches.
- Act as a strong change agent capable of driving long-term initiatives and embedding change at individual, organizational, and cross-functional levels.
- Exhibit exceptional relationship-building skills, approaching situations with both organizational and customer perspectives.
OpenText is committed to fostering an inclusive work environment that transcends mere compliance with applicable laws. Our Employment Equity and Diversity Policy outlines our dedication to maintaining a workplace that embraces diversity across all dimensions, including culture, national origin, race, gender, sexual orientation, age, disability, and more.
We believe in a proactive approach that encourages collaboration, innovation, and personal growth, enriching the vibrant workplace culture at OpenText.
