Customer Support Representative

1 week ago

Waterloo, Canada opentext Full time

**OPENTEXT - THE INFORMATION COMPANY**

Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

**The Opportunity**

As a Customer Support Representative, 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

**This role will be in office Monday to Friday.**

**Specific Objectives and Responsibilities**
- Successful completion of consumer and small business products and troubleshooting process training.
- Learn to effectively utilize all support resources including CRM, Customer Account Information, Knowledge Base, 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.

**Key Challenges to Overcome**

Customer Support Representatives 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**:
What will make you successful at OpenText:

- 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

**What It Takes**
- 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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