Sr. Technical Support Specialist

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:

The OpenText technical support team is currently looking for a technically dynamic and resourceful individual who can provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the Documentum Intelligent Capture suite of products within complex customer environments, while suggesting techniques and tools for application development. The successful candidate will be working in a highly functioning team to reach a common goal, that is customer success.

You are great at:

• Representing OpenText acting as first point of contact for all technical inquiries regarding TCM Services and its integration into external environments.
• Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
• Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.
• Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
• Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution.
• Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
• Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it takes:

• 5+ years previous experience working within a technical support environment or similar.
• University/College degree within a related discipline or equivalent work experience.
• Experience in installing, upgrading, configuring, and maintaining capturing solutions. (example Captiva)
• Experience in setting up and using Captiva Web Client for scanning and other operator-present functions.
• Experience in designing new Capture Workflows with Captiva Designer and recreating/converting existing IA Capture Processes to Designer Workflows will be an advantage.
• Very good working knowledge on Windows OS, having UNIX/Linux, OS X will be an advantage.
• Experience in relational DBMS (MS SQL Server, Oracle, and IBM DB2) will be an advantage.
• Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix).
• Good knowledge of web application servers such as IIS will be an advantage.
• Knowledge of network protocols (TCP/IP, NFS, DNS) will be an advantage.
• 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.
• Ability to multi-task and prioritize work effectively
• Strong communication skills both verbal and written.
• Troubleshooting skills, positive attitude, patience, understanding, dedication, commitment, and Teamwork is a must-have.
• Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge
• As a 24x7x365 organization; shift work, holidays, and on-call responsibilities may be required.

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 contact us at hr@opentext.com.