Associate Product Support Specialist

Hiring Manager: Pratt Dubey

Talent Acquisition Advisor: Elise Kreuz Borkowski

Job Code Level: TCP1

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AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT

As an Associate Product Support Specialist, you play a critical role in resolving complex customer issues and improving the overall customer experience. With strong training, leadership, and support, you'll be set up for success while continuing to grow your technology career at OpenText. This role is ideal for someone who views support as a long-term career opportunity and is motivated by learning, ownership, and impact.

WHAT THE ROLE OFFERS

• Provide advanced account-based and technical support to customers via phone and email, resolving escalated and complex issues.
• Perform in-depth troubleshooting across product functionality, including data discrepancies and advanced technical challenges.
• Develop a strong understanding of OpenText product architecture and technical environments.
• Manage assigned cases independently using proactive case management best practices, including timely follow-ups and resolution.
• Collaborate with cross-functional teams to escalate issues appropriately, identify trends, and contribute to long-term solutions.
• Create, edit, and maintain Knowledge Base content by documenting new issues, improving clarity, and retiring outdated materials.
• Support continuous improvement efforts by assisting peers, participating in mentoring initiatives, and contributing to special projects as needed.

WHAT YOU NEED TO SUCCEED

• A strong passion for learning new technologies and helping customers resolve complex issues.
• Excellent communication skills with the ability to adapt your style to different audiences and situations.
• Comfort navigating challenging customer conversations with professionalism and confidence.
• A proactive, detail-oriented mindset with strong analytical and critical-thinking skills.
• The ability to work independently while contributing positively to a collaborative team environment.
• Technical proficiency across Windows and Mac OS environments, desktop applications, networking, security, and web applications.
• 1–2 years of relevant technical support experience and/or a degree in a computer-related field (or equivalent experience).

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $41,400-$65,300; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.