Manager, Product Support

**Manager, Product Support**:

- Req id: 42235- Waterloo, ON, CA

**OPENTEXT**
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

**YOUR IMPACT**

We are seeking a working Technical Team Manager for a newly Advanced Resolution Technical Support Team. We are looking for someone with in-depth BN Liaison platform knowledge and is passionate about customers that will play an instrumental role in ensuring the operational success of our customer contact center.

This role will be responsible for management of an advanced technical team. You will help model the behaviors and tactics that are expected from our agents to deliver world-class support. This role will be a working manager role, managing complex issues, escalations, working with account managers, employees and outside partners to find timely resolution. Conducting reviews on in-process tickets to confirm accurate technical execution, timely handling, and superior customer service. Help your team acquire the appropriate support and training necessary to perform their jobs. Monitor and increase morale through effective leadership, management and coaching skills and drive recognition of outstanding team performance. Engaging in 1-1 sessions with direct reports and establishing goals & objectives, ensuring both employee and company needs are being met. Working with senior management to ensure consistent performance and messaging to a growing international support team.

**WHAT THE ROLE OFFERS**
- Troubleshooting and diagnosing difficult technical problems.
- Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; adhering to all Policies and Procedures.
- Managing team to achieve all targeted KPIs, including customer satisfaction and service levels.
- Aligning Support resources to partner with professional services and other internal customer facing teams to provide support coverage for especially complex and technical issues preventing customer success.
- Understanding internal structure and build interdepartmental relationships
- Understanding the policies and procedures of OpenText Business Network.
- Leading and coaching a high performing team.
- Manage and/or contribute to support related projects

**WHAT YOU NEED TO SUCCEED**
- A track record of good judgment and decision-making in positions with significant responsibility
- Highly autonomous and able to independently identify high value projects and drive them to completion
- High degree of comfort with complex technical environments
- Strong analytical skills and in-depth understanding of BN Liaison platforms.
- Experience managing Partner and customer escalations and relationships
- Proven leadership, project management and problem-solving experience
- Strong verbal and written communication skills
- Ability to define problems, gather data, establish facts, and draw valid conclusions
- You are self-directed, and know how to get the job done as quickly and efficiently as possible
- You are a natural motivator, able to turn any negative into a positive

**ONE LAST THING**

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.