Senior Technical Support Expert

2 weeks ago

Waterloo, Ontario, Canada OpenText Full time

Technical Support Lead Role

At OpenText, we're seeking a skilled Technical Support Lead to join our Americas Technical Support team. As a key member of our team, you'll play a vital role in delivering exceptional technical support to our enterprise customers.

Your Responsibilities

  • Resolve complex customer issues related to the Vendor Invoice Management (VIM) product, ensuring high levels of customer satisfaction.
  • Collaborate across various business units, providing timely solutions and working to maintain strong customer relationships.
  • Troubleshoot and resolve customer issues via phone and written correspondence, adhering to established response times.
  • Maintain clear and detailed documentation of customer interactions in our database.
  • Offer alternative solutions for issues not directly related to OpenText products.
  • Conduct testing in various environments to validate and resolve product-related concerns.
  • Develop and contribute technical documents to our Knowledge Center Knowledge Base.

Requirements

  • 2-5 years of experience in a technical support environment.
  • A degree in a relevant field or equivalent professional experience.
  • Strong customer support skills within a technical setting.
  • Availability for on-call support.
  • Experience with the VIM product is a strong advantage.
  • Proficiency in SAP R/3, S4/HANA, SAP workflow, ABAP programming, and ALV Report Development.
  • Technical knowledge in SAP FI/MM modules and business processes.
  • Familiarity with SAP Fiori and Web services is beneficial.

About OpenText

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. We're a company that values our employees and provides opportunities for growth and development.

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