Principal Product Specialist - ECM

Ref#: 19766

Function: Technical Support

Location: United Kingdom, Reading

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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. #LI-POST

The opportunity:

OpenText enables the digital world by simplifying, transforming, and accelerating enterprise information needs, on premises or in the cloud. We embrace all things digital and are committed to being the Best Place to Work for our Employees in over 140 locations around the world.

We obsess over our customers to ensure they are wildly successful in embracing the Digital World. Our customers entrust us with their most important information, we need to be their most trusted partner. What we do, we do well. What we create, we do purposefully to impact the world. If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.

You are great at:

Facilitate the resolution of complex technical issues in all areas of assigned Open Text products by analyzing logs researching issues or recreating in house.

Identify and report software defects and customer suggestions to appropriate responsible groups.

Author as well as update articles to contribute to the Products Knowledge Base.

Represent Open Text and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding resolutions to presented technical problems.

Keeping the customer updated on the status of reported problems, as well as keeping the ticket tracking system updated with current information on the case.

Providing suggestions for alternate support options for customer issues that are not related to Open Text’s products.

Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.

Commit to continuous learning in an effort to keep current with industry changes.

Demonstrate customer focus and empathy.

Meet established service delivery guidelines such as customer satisfaction, phone based activities, resolution, schedule adherence, case documentation and case wellness.

Responsible for efficiently managing the relationship with customers and thoroughly documenting their cases.

Abilities to deal with not only technically complex issues, but with politically charged situations requiring a high level of customer skill.

Other duties and projects as assigned by management

What it takes:

Strongly developed analytical, problem solving, and trouble shooting skills.

High level of self-motivation with a strong desire to solve problems and multi-task with priority.

Excellent verbal and written communication skills in English (including technical writing).

Ability to maintain self-control while defusing stressful customer situations.

Excellent demonstrated customer service skills.

Broad exposure to technology in general, depth of knowledge in area of focus (Specifically: Operating Systems, Business Applications, Database, Data Storage, etc.).

Knowledge and experience with high-end technology (software & hardware).

Ability to provide mentoring for other groups.

Passion for technology.

Customer support experience in a technical support environment.

Customer focus & composure.

Analytical & conceptual thinking.

Excellent phone and written communication skills required.

Excellent problem-solving and organizational skills required.

Familiarity with Windows, Unix, Solaris, AIX operating systems.

Experience with SQL and Oracle database and technology.

Experience in the use and configuration of Web HTTP servers is an asset.

Programming skills or understanding is an asset.

Previous document management experience is an asset.

An understanding of networking is an asset.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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