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Technical Support Specialist

2 weeks ago

Waterloo, Canada OpenText Full time

OPENTEXT - THE INFORMATION COMPANY
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.
AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.
YOUR IMPACT
The Technical Support Specialist will be responsible for making our customers wildly successful by providing an end to end technical support experience of the highest quality on OpenText products. Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.
This position requires strong technical and problem-solving skills. Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. Critical thinking is something that you’ll use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you’ll always feel supported.
WHAT THE ROLE OFFERS
- You are excited to work with customers who have OpenText solutions on premise and in the cloud.
- You have exceptional written and verbal communication skills to use to represent OpenText with excellent composure and patience, while clearly documenting all interactions for multiple issues and attending status calls.
- You have focus and can express empathy to manage customer relationships in highly critical situations.
- You are familiar with isolating, reproducing, and analyzing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity severity.
- You can act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer requested features are documented and followed through to resolution as necessary.

WHAT YOU NEED TO SUCCEED
- University degree or college diploma within a related discipline or equivalent work experience (2 years of experience working within a technical support environment is an asset)
- Solid foundation working with Windows Operating Systems, with Unix/Linux experience being an asset.
- Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS) would be an asset.
- Experience working with relational databases such as Microsoft SQL Server, with Oracle experience would be an asset.
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.
- Proven experience working in a fluid environment that is ever growing and changing.
- Demonstrated ability to multi-task and prioritize work effectively.
- Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.

ONE LAST THING
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. 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.