Customer Support Representative

Ref#: 19528

Function: Technical Support

Location: US, UT, Draper

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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:

Customer Support Representative

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 support and monitoring customer service portals to triage tickets accordingly

Collaborate with renewals and licensing teams 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

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

Demonstrated ability to communicate in a clear and concise manner both verbally and written

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 multitask, dealing with 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. 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 accommodationrequests@opentext.com. 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

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