Senior Technical Analyst

Ref#: 15359

Function: Technical Support

Location: Canada, ON, Waterloo

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ENABLING THE DIGITAL WORLD

OpenText enables the digital world as the global leader in Enterprise Information Management, both 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.


The Opportunity:

The OpenText ECM 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: 

  • Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.  
  • Utilizing exceptional written and verbal communication skills while supporting customers via telephone, email, social/chat and Remote control while demonstrating a high level of customer focus and empathy
  • Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.  
  • Performing in-depth analysis of customer issues to help determine causes, workarounds, and solutions which may or may not be related to OpenText products directly.
  • Showing an understanding of the customer environment and product
  • Acting as a key point of contact for customer follow up and incident management, while maintaining ITSM with updates and resolution.
  • Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions. 
  • Contributing to the knowledge base by authoring and editing articles to share current information with team members.
  • Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
  • Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it takes:

  • 5 years previous experience working within a technical support environment
  • University/College degree within a related discipline or equivalent work experience
  • Solid foundation working with Windows OS, and any scripting, (ie. Java, SQL, CGI, Perl, .NET or C++)
  • Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
  • Experience working with relational DBMS (Oracle, MS SQL Server)
  • Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
  • Proven experience working in a fluid environment that is ever growing and changing
  • Strong ability to multi-task and prioritize work effectively
  • Positive attitude, patience, understanding, dedication and commitment 
  • Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge. 

At OpenText we understand and value diversity in our employees and we are proud to be an Equal Opportunity Employer. We hire the best talent regardless of sex, national origin, disability or race. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com

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