Function: Technical Support
Location: Ireland, CorkApply Now Connect with LinkedIn Connect with Xing
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The Customer Support Representative role is the first point of contact for all OpenText customers. This team has the responsibility of setting the stage for all other areas of customer and technical support, it is the foundation of our support teams providing world class customer service via, phone, email, and web chat.
As a member of the Customer Support department, you will be responsible for call intake, processing emails, creating knowledge base accounts, ticket creation and follow up.
You are great at:
Efficiently answering and following up on all customer inquiries that come in via phone and email.
Verification of product lines and monitoring customer service portals to triage tickets accordingly.
Collaborate with renewals and licensing team to ensure customers have the most up to date product licensing.
Working with new customers to ensure all accounts are correctly initiated and required content is available for easy access.
Providing highly effective, efficient and professional support to every OpenText customer who is looking for timely and quality resolutions.
Utilization of attention to detail while maintaining customer database.
What it takes:
2 -3 years previous experience in a customer facing fast paced environment
Must be Fluent in French
Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
Computer literate with standard business applications, preferably Microsoft Office
Positive attitude, patience, and understanding with the ability to view issues from a customer standpoint.
Proven experience working in a fluid environment that is ever growing and changing
Ability to work multitask dealing with a multiple issues simultaneously
Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
Ability to work in a global environment that involves evening shifts and statutory holidays on a rotational basis.
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.