ENABLING THE DIGITAL WORLD
OpenText Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to drive faster decision making, improved agility, strong security policies, and an increased ability to both exploit the opportunities and control the risks of enterprise information.
The OpenText Vista
Plus Technical Analyst team is currently searching for a technically dynamic
and resourceful individual who has the ability to provide exceptional technical
customer support in a challenging and rewarding environment. The incumbent will be joining a team that
provides world class technical customer support to a variety of enterprise
customers while working across business units to ensure that customer
satisfaction is met in every form. Their
focus will be supporting the ECM (Enterprise Content Management) suite of
products within complex customer environments, while suggesting techniques and
tools for application development.
You are great at:
OpenText acting as first point of contact for all technical inquiries regarding
Vista Plus and its integration into external environments.
exceptional written and verbal communication skills while supporting customers
via telephone or email, while demonstrating a high level of customer focus and
established service delivery guidelines and key performance indicators that are
measured through customer satisfaction surveys, phone based activities, and
an understanding of the customer environment and product enabling resolution of
complex technical issues and providing alternative support options which may
not be related to OpenText products directly.
- Act as
a key point of contact for customer follow up and incident management, while
maintaining ITSM with updates and resolution.
on cross-team and cross-product technical issues with a variety of resources
including development to document software defects and customer suggestions.
to the knowledge base by authoring and editing articles to share current
information with team members.
professional/technical knowledge, guided by known
practices and established precedents, make decisions within defined parameters
to impact schedules and deliverables of the project/function.
under general guidance with results reviewed
periodically, seeking approval from others on matters outside of job or role as