Lead 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 :

Our Lead Technical Analyst position offers you an opportunity to learn exciting technologies which would enable you to support our customers.

Critical thinking is something that you'll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions.

Our strong team-based environment ensures that if you get stuck or need some help, you'll always feel supported.

You are great at :

• Representing OpenText acting as first point of contact for all technical inquiries regarding 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
• Delivery of a customer centered philosophy.
• Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
• Meet 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.
• Develop and review standard operating procedures for the OpenText Technical Support team.
• 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.
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What It Takes :

• 8+ years previous experience working within a technically focused environment.
• Strong team building skills and previous experience leading technical teams.
• Focused on scoping problems and strong troubleshooting ability.
• Previous experience interfacing with customers in a support capacity
• Excellent communication skills, written and verbal.
• University / College degree within a related discipline or equivalent work experience
• Any combination of the following skills or knowledge is a must : Good foundation / knowledge working with Windows OS / Linux OS, Windows, and Linux Servers Good knowledge of Web Servers and HTML (i.

e., Tomcat or MS IIS) Experience working with relational DBMS (Oracle, MS SQL Server, and IBM DB2) Understanding of Networking principles and Active directory.

Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix) Development (Java, SQL, CGI, Perl, .

NET, or C++) experience will be an advantage.

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 [email protected].