Associate Product Support Specialist

Opentext - The Information Company

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.

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. Were hiring talent that AI cant replace to help us shape the future of information management. Join us.

Your Impact : Associate Technical Support Specialist, you will take the knowledge and experiences you have gained to resolve difficult customer and partner issues and contribute to the overall growth of the business. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success.

What The Role Offers

• Assist customers with live and deferred transactions via phone and email with technical support inquiries.
• Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues.
• Learn the technical architecture of company products.
• Work independently to solve customer issues and own case work by diagnosing, troubleshooting, and resolving software, application, hardware, data transport, and network issues related to service and product offerings
• Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements
• Work with Tier 2 and Tier 3 engineers on technical escalations, bug and a feature request
• Assist customers and alliance partners troubleshoot and successfully complete disaster recovery tests within a scheduled window of time
• Become trained to support additional products within the product suite
• Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed
• Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions.
• Assist in the content creation/editing process for our knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.
• Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with other levels and Management as needed, to review data, identify solutions, and assist with implementation.
• Continued use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions.
• Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy).
  
  

What You Need To Succeed

• Ideally, 6 months - 1 years’ experience supporting windows application
• Experience in handling NA customer folks calls and shift is completely night shift .
• Minimum 6 months of answering Inbound call experience for supporting global customers.
• AS, BS or BA degree in a computer related field preferred. Equivalent work experience will be accepted in place of the education requirement.
• Must possess highly developed interpersonal and communication skills, and the ability to work with an extensive variety of customers. Must be able to work with difficult customers and situations and still maintain a high level of customer satisfaction. Must be able to maintain a professional demeanor when working with difficult or challenging customers. Heavy telephone usage.
• Experience with configuration and implementation of Encryption and/or Linux based servers.
• Knowledge of Active Directory and Microsoft Exchange.
• Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP).
• Ability to analyze technical problems without visual contact with the machine.
• Excellent learning skills.
• Experience with troubleshooting Cloud based backup and hosted exchange applications with Windows/Mac OS environments (To include but not limited to Outlook, Teams, OneDrive, SharePoint, Intune)
• Experience with mail configuration on android/IOS mobile devices
• Ability to utilize available resources to the fullest; must have excellent computer skills.
• Ability to organize and manage multiple priorities.
• Demonstrable ability to define problems, gather data, establish facts, and draw valid conclusions.
• Adept at articulating and responding both verbally and in writing to common inquiries or complaints from customers and partners
  
  

Not Required But Preferred

• MS Certifications
• Knowledge of but not limited to:
• Intune (Endpoint Management)
• Azure AD Connect
• SharePoint/OneDrive Management
• MS Teams Management
• MS 365 Dynamics
• Knowledge of network security practices and anti-virus programs
  
  

OpenTexts 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. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenTexts vibrant workplace.

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