Technical Support Specialist

2 weeks ago

Richmond Hill, Canada Open Text Corporation Full time

**Req id**:29084- Richmond Hill, ON, CA**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**
- Representing OpenText, acting as first point of contact for all technical inquiries.
- Meeting established service delivery guidelines and key performance indicators measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
- Learning new products and process faster to find solutions for customers effectively.
- Delivering resolutions effectively as the key point of contact.
- Collaborating cross-team and cross-product on technical issues with a variety of resources and documenting in ServiceNow.
- Ability to learn and contribute to the knowledge base by authoring and editing articles.
- Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
- Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

**What It Takes**
- 2+ years previous experience working within a technical support environment or similar.
- University/College degree within a related discipline or equivalent work experience.
- Aptitude to learn (a thirst for knowledge) new skills quickly and use them effectively will give a competitive advantage.
- Experience in installing, upgrading, configuring, and maintaining software.
- Moderate to advanced knowledge of Microsoft Windows and/or Linux
- Experience with Tomcat and LDAP would be helpful
- Working knowledge of databases and reporting would be an asset.
- Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix) will be an advantage.
- Strong desire to provide exceptional customer support efficiently with primary focus on issue resolution.
- Ability to multi-task and prioritize work effectively in a fluid environment that is ever changing.
- Troubleshooting skills, positive attitude, patience, understanding, dedication, commitment and Team collaboration are must haves.
- Attention to detail with strong communication skills both verbal and written.
- Technical Experience with any OpenText product will be an advantage.
- As a 24x7x365 organization; shift work, holidays and on-call responsibilities may be required.- Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.

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