Associate Product Support Specialist

2 weeks ago

Waterloo, Canada Open Text Corporation Full time

**Associate Product Support Specialist**:

- Req id: 33351- Waterloo, 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**
As an Associate Product Support Specialist, you will find yourself in one of the most highly supported positions in the business world. With great training, effective leadership, smart processes, timely communication, regular coaching and peer support on the floor, you will be spared no effort to help you be successful. You will:
- Troubleshoot technical and non-technical issues with the tools and skills after product training
- Ensure customer has best product that suits their needs

Associate Product Support Specialists are empowered to use their critical thinking and troubleshooting skills to efficiently assist a large number of customers in an ever-changing environment. Our team prides itself on our multi-tasking abilities and our best-in-class customer satisfaction score. This opportunity will provide technical understanding into how we protect our customers that can be used to progress your career at Opentext.

**You are great at**:

- Successful completion of consumer and small business products and troubleshooting process training.
- Learn to effectively utilize all support resources including CRM, Customer Account Information, KnowledgeBase, Training Materials, etc.) to think critically and resolve assigned customer interactions.
- Strive to achieve established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy) and other KPI’s as identified..
- Assist in documenting new resolutions and ensuring existing support documentation are up to date
- Collaborate with other team members on solutions for customer inquiries.

**What it takes**:

- You enjoy learning about new technologies
- Ability to interact with people and can adjust your communication style based on their individual needs
- Passionate about resolving customer issues
- Quick learner and follows process
- You won’t be satisfied until you are an expert in what you do
- Strong focus on continuous improvement and career progression
- Be a key team contributor and promote a positive team environment
- Be able to manage the various daily duties with a smile
- A track record of judgment and decision-making
- Highly autonomous and able to independently identify high value projects
- Demonstrated leadership capability in cross-functional team environments
- High degree of comfort with complex technical environments
- Having and being able to articulate/defend an informed opinion on important topics

**Skills & Experience**:

- Passion for providing quality customer service and technical support
- Demonstrate strong analytical and critical thinking skills
- Demonstrated ability of typing with a speed of 30 words per minute
- Strong verbal and written communication skills
- Associates Degree in a technical field or equivalent experience is preferred
- 1-3 years’ experience in a technical support and customer centric environment

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