Technical 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

Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective. Our Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as you’ll work on unique customer issues to provide resolutions.

What The Role Offers

• Represent OpenText acting as first point of contact for all technical support inquiries
• Incident management and collaboration with other teams while adhering to SLA’s and KPI’s
• Utilize exceptional written and verbal communication skills while supporting customers while demonstrating a high level of customer focus and empathy
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys
• Collaborate with various stakeholders to act as a trusted customer advocate
• Test Open Text product issues in various environments for validation and solution purposes.
• Author technical documents for inclusion in the Knowledge Base
• Report software bugs and customer suggestions to SME
• Manage Escalations and work with Escalation Manager as a point of contact
  
  

What You Need To Succeed

• 3+ years of prior experience working on relevant technologies
• Focused on scoping problems and strong troubleshooting ability
• University/College degree within a related discipline or equivalent work experience
• Willingness to work in shifts during weekdays and on-call during weekends
• 2+ years of hands-on experience working on OpenText VIM
• Strong skills in SAP workflow and ABAP Programming
• 3+ years previous experience working within a technical support environment
• Experience with SAP R/3 and S4/HANA
• Strong skills in ALV Report Development
• Working Knowledge in SAP FI/MM modules (Technical) and business processes
• Experience with SAP Fiori and Web services
• Experience in dialog programming, building custom screens and transactions
  
  

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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