opentext Hiring for Technical Support Specialist at Waterloo, ON Full Time

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 Technical Support Specialist will be responsible for 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.

This position requires strong technical and problem-solving skills. Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology while working with the world’s top Fortune 500 companies. Critical thinking is something that you’ll use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you’ll always feel supported.

You Are Great At:
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 objectively document and review processes, best practices, white papers, etc. for both internal and external consumption.

What It Takes

2 years of experience working within a technical support environment

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

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

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) being an asset

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

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email [email protected]. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA) , Equal Employment Opportunity and Employee Polygraph Protection Act