Head of Technical Support Operations

4 weeks ago

Kitchener, Ontario, Canada OpenText Full time
Director, Technical Support

Company Overview

OpenText is a leading global provider in information management, where innovation, creativity, and teamwork are integral to our corporate ethos. Joining our team means collaborating with some of the most esteemed organizations worldwide, addressing intricate challenges, and contributing to initiatives that define the future of digital transformation.

Your Role

As the Director of Technical Support for Fax, you will report directly to the VP of Global Business Network Support. Your primary responsibility will be to oversee the daily operations of the Fax support team, providing both strategic and tactical leadership.

Key Responsibilities

  1. Establish the strategic vision for a globally distributed technical support team focused on BN Fax, ensuring effective oversight of our Center of Excellence Fax teams.
  2. Facilitate a unified operational framework for global BNS Fax teams, ensuring consistency across North America, South America, EMEA, and Asia.
  3. Enhance the Voice of Quality (VoQ) initiative, enabling BNS to communicate prioritized issues to engineering for resolution, whether they pertain to enhancements or bug fixes.
  4. Leverage Key Performance Indicators (KPIs) to continuously improve service quality, thereby enhancing customer satisfaction and retention.
  5. Formulate strategies to manage costs and scale operations without compromising the quality of customer interactions, including the utilization of BN Aviator where applicable.
  6. Promote self-service and adoption strategies, ensuring each customer interaction with Global Technical Support is approached with a mindset of resolving issues efficiently.

Qualifications

  1. A minimum of 10 years of experience in leading technical support teams focused on Fax services.
  2. Proven ability to collaborate effectively within OpenText, fostering alignment across various groups by sharing resources, ideas, and best practices.
  3. Demonstrated leadership capabilities, inspiring a compelling vision that motivates and engages team members.
  4. Encourages innovation by challenging existing practices and supporting team members in exploring new approaches.
  5. Adept at driving long-term change initiatives and embedding transformation at individual, organizational, and cross-functional levels.
  6. A Bachelor's degree is required.

Commitment to Diversity

OpenText is dedicated to fostering a diverse and inclusive workplace, exceeding legal requirements as outlined in our Equal Employment Opportunity Statement. We strive to create a respectful and empowering environment for all employees, regardless of their background. Our proactive approach promotes collaboration, innovation, and personal growth, enriching the vibrant culture at OpenText.

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