Hiring Manager: Takashi Chou

Talent Acquisition Advisor: Tomo Yamane

Job Code Level: TEP4

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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're hiring talent that AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT
A Senior Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on OpenText products.  Addressing a customer's concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.

WHAT THE ROLE OFFERS 
As an Senior Technical Support Specialist:

•You are excited to work with customers who have OpenText solutions on premise and in the cloud.

•You have exceptional written and verbal communication skills to use to represent OpenText with excellent composure and patience, while clearly documenting all interactions for multiple issues and attending status calls.

•You have focus and can express empathy to manage customer relationships in highly critical situations.

•You are familiar with isolating, reproducing, and analyzing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity severity.

•You can act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer requested features are documented and followed through to resolution as necessary.

•You can serve as an escalation point and mentor to your teammates for more complex issues.

•You feel comfortable providing after hours or on-call support if required.

WHAT YOU NEED TO SUCCEED 

•Minimum 4 years of experience working within a technical support environment

•University degree or college diploma within a related discipline or equivalent work experience

•Solid foundation working with Windows Operating Systems, with Unix/Linux experience being an asset.

•Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS)

•Experience working with relational databases such as Microsoft SQL Server, with Oracle experience being an asset.

•Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.

•Proven experience working in a fluid environment that is ever growing and changing.

•Demonstrated ability to multi-task and prioritize work effectively.

•Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.

•Positive attitude, patience, understanding, dedication, and commitment

•Expertise with OpenText products or viewed as an advisor in a particular technology or functional capacity.

•Business-level proficiency in English, both spoken and written

•Familiar with isolating, reproducing, and analyzing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity severity.

•Excellent verbal and written communication skills.

•Experience in training or mentoring is preferred.

ONE LAST THING

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. Our Senior Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world's top Fortune 500 companies.

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.

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.