Lead Production Support Specialist

**OPENTEXT - THE INFORMATION COMPANY**

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

**The Opportunity**

**You are great at**

• Provide production monitoring of data, error analysis, as well as, serves as the customer contact for questions on usage, functionality and problems encountered with BN products and services.
• This level may begin with more experience than the previous level or may be assigned to more complex products/customers.
• Increased role in day-to-day customer relations, escalations, and mentoring/training/technical knowledge.
• Serve as highest escalation point (SME) within the team, train and mentor new team members, identify, develop, and promote new process.
• Provides technical support responding to case service levels, providing production support, effectively analyzing issues, providing issue resolution, and customer notification. Recreates customer issues & escalates to appropriate level.
• Actively participates in self-improvement, process, and technology training programs.
• Work cross-functionally within org., in a team environment, to deliver quality, satisfaction, & resolution to customers.
• Submit and write new content to knowledge base, approve complex knowledge articles.
• Perform other/additional duties and projects that may be periodically assigned.
• May require on-call and weekend rotation.
• Mentor and train lower level Product Support Specialists.
• Identify product defects or enhancements and work with the Advanced Resolution group for resolution.
• Must have a good of understanding of all products and service offerings within the environment they operate.
• Expected to maintain technical proficiency and knowledge of company products and continually strive to improve.
• Responsible in handling customer escalation in the absence of the team’s supervisor and/or manager or as required.
• Manage or contribute to projects as needed.
• Provide technical leadership and training for new and existing products/clients within technical area.
• Assess technical competencies of team, gauge training needs (providing training already built/creating when not)
• Provide escalation support for technical teams within defined area(s)
• Participate in analytical and trending tasks in efforts to better understand the system and client movement.
• May manage Critical Customer Accounts as requested, including customer site visits and user conferences.
• Participate in documentation and product/service review process for new product/services introductions.
• Assist with implementation of process improvement initiatives

**What it takes**

• College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.
• Minimum of 4 years related experience
• Must demonstrate very good problem solving, analytical and organizational skills
• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy
• EDI knowledge preferred.
• Must be able to work the night shift, shift rotation, holidays and on call (when necessary)
• Must be able to exhibit OPENTEXT core values and beliefs
• Good customer orientation and can work under pressure
• Has moderately high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions
• Expected to manage workload in a fast-paced environment and be proactive with customer issues with mínimal supervision
• Drives to exceed established expectations and set own goals
• Navigates through organization
• Takes action to build on and strengthen direct relationships
• Genuinely solicits input, ideas, and opinions from others
• Understands meanings behind emotion and content
• Acts as a mentor