Technical Support Associate

1 week ago

Kitchener, Ontario, Canada Micro Focus Full time

About Micro Focus


Micro Focus is a global leader in enterprise software, 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


Are you passionate about technology and customer support? As a Product Support Specialist at Micro Focus, you'll play a key role in resolving complex customer issues and contributing to the success of your team. With excellent training, supportive leadership, and smart processes, you'll have everything you need to grow your career and achieve continued success.

What the Role Offers


As a Product Support Specialist, you will:

  • Assist customers with live and deferred transactions, providing account-based and technical support.
  • Handle advanced troubleshooting of escalated issues, including missing data and complex technical problems.
  • Properly escalate cases to appropriate teams based on issue complexity and collaborate closely to identify new trends and resolutions.
  • Contribute to our Knowledge Base by creating, editing, and refining content to reflect the latest support findings.
  • Participate in the Customer Support Mentor Program, offering guidance to fellow team members and communicating feedback to management.
  • Utilize support tools such as CRM, customer account information, and training materials to resolve customer issues effectively.

What You Need to Succeed

  • A passion for delivering high-quality customer service and technical support.
  • Strong analytical and critical thinking skills.
  • Technical proficiency in Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications.
  • Excellent verbal and written communication skills.
  • Experience in training or mentoring is preferred.
  • An Associate's Degree in a technical field or equivalent experience is preferred.
  • 2-4 years of experience in a technical support and customer-focused environment.

Our Commitment to Diversity and Inclusion

Micro Focus is committed to building an inclusive work environment that values diversity and promotes equal opportunities for all employees. 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, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [insert contact information]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching Micro Focus's vibrant workplace.

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