Lead Customer Support Representative

16 hours ago

Waterloo, Canada Open Text Corporation Full time

**Lead Customer Support Representative**:

- Req id: 38578- 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**:
**You are great at**:

- Ensuring accurate support verification steps are taken for all customer cases
- Assisting with web site inquiries
- Taking ownership of cases assigned striving for an exceptional customer experience
- Participating in a team environment by coaching others on process and procedures which includes collaborating with internal stakeholders

**What it takes**:

- Performing team key accountabilities
- Providing coaching and advice as needed to team members
- Updating and creating new entries in SOP’s
- Assist with training of new CSR’s
- Assist with interviews
- Take part in and running special projects
- Take ownership of escalations

**What does it take?**
- 5+ years previous experience in a customer facing fast paced environment
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
- Demonstrated ability to communicate in a clear and concise manner both verbally as well as written
- Positive attitude, patience, and understanding with the ability to understand issues from both customers and peers
- Works independently and sets a standard of excellence beyond the one established by leadership
- Proven experience working in a fluid environment that is ever growing and changing
- Ability to assess and address underlying internal and external customer needs beyond those originally expressed
- Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge
- Ability to work in a global environment that involves evening shifts and statutory holidays on a rotational basis
- Nice to have: Bilingual language skills. Proficiency in French and/or Spanish preferred.

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