Job Description

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. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.
Your Impact:
Sr. 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 Sr. 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
• Manage Escalations and work with Escalation Manager as a point of contact

What you need to succeed:

• 5 - 8 years of prior experience working on relevant technologies
• Technical Support experience handling Enterprise Products a must
• Strong Problem Solving and Troubleshooting experience

• University/College degree within a related discipline
• Willingness to work in shifts during weekdays and on-call during weekends
• Microsoft Windows (OS and Networking), UNIX/Linux (OS and Scripting)
• Internet Expertise (including knowledge of browsers, Web servers, proxy servers, JavaScript, and firewalls)
• Knowledge of relational databases and data modelling. Proficient in data manipulation (Excel, SQL)
• Familiarity with integrated development environments such as Eclipse
• Experience with BIRT (Business Intelligence Reporting Tools) and other Actuate technologies a plus
• Experience with HTTP/REST and TCP/IP
• Knowledge on Directory Services (LDAP, Active Directory)
• Knowledge of object-oriented methodologies and approaches (Java is a plus).

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 . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.