Escalation Manager

Ref#: 18064

Function: Technical Support

Location: US, MD, Gaithersburg

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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:

Provides focus escalation management for all incoming support escalations for customers. Applies technical expertise in order to drive complex customer issues by coordinating the technical support between internal teams. Interfaces with Senior Management, Product Development, Sales, and external customers to resolve business problems.

The position will also help manage internal process/improvements in efforts of continuous improvements within the support organization. The role will also require 24X7 availability during escalations

You are great at:

Interfacing with customer on behalf of senior management via customer meetings and written communication during business disruptive escalations

Identifying, managing and recording escalation trends and collaborating with PSE organization on product defects and trends

Working cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers

Submiting product defect/change requests to development

Managing Critical Customer Accounts as requested

Decision Making: Exercises good judgment by making sound and well-informed decisions; perceives the impact and implications of decisions; makes effective and timely decisions, even when data is limited or solutions produce unpleasant consequences; is proactive and achievement oriented.

Problem Solving: Identifies and analyzes problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to individual and organizational problems. Develops reasonable options for solutions when required for decision making.

Teamwork/Collaboration: Inspires, motivates, and guides others toward goal accomplishments; develops and sustains cooperative working relationships.

Performing other/additional duties and projects that will be assigned related to internal efficiencies and team optimization

What it takes:

Possesses extensive knowledge in Microsoft Windows Client and Server, with an emphasis on Power point and Excel and MS Project.

Knowledge of B2B business processing

Proven customer service ability

Strong organizational and communication skills

Effective time management

Proficient with Microsoft Power Point, Excel

Requires minimum 5 years of product support

Required minimum 2 years’ project management experience

Technical Ability: Understands and appropriately applies procedures, requirements, regulations, and policies related to specialized expertise. Uses knowledge that is acquired from formal training or extensive on-the-job experience to perform one’s job; works with, understands, and evaluates technical information related to the job.

Written and Oral Communication: Expresses facts and ideas in writing and presentations in a clear, convincing, and organized manner.

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 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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