Cloud Support Analyst - German speaking

Ref#: 22069

Function: Technical Support

Location: Ireland, Cork

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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:

The OpenText Covisint customer support team is searching for a motivated, analytical, customer-centric individual committed to providing exceptional customer support in a complex environment. The right candidate will have a blend of customer support, technical support and troubleshooting skills. You’ll be supporting the Covisint solutions, primarily the automotive exchange.

You are great at:

Listening- You listen for clues to determine what customer needs, even if the customer can’t articulate their needs succinctly.

Talking- You like people and you love helping customers.

Troubleshooting- you methodically ask the right questions to pare down possible problems and find the right actions to resolve the issue.

Multitasking- you can prioritize and swivel between tasks to manage high priority requests quickly.

Learning - you are inquisitive and motivated to learn not just basics, but why and how the solutions work, so you can transmute that knowledge into solutions for the customer.

Collaboration - you love to share what you know and learn from your team mates. You will reach out to form bonds with your team, whether they are sitting next to you or halfway around the world.

Using good judgement- you use good judgement to apply product knowledge, process knowledge and policy. You can recognize what is important, why it’s critical, and when to escalate priority problems.

Making customers happy - you take satisfaction in developing rapport and resolving issues. You want to be more than just a voice answering a phone, you want to be the face of a business, and you want every customer interaction to create value for your company.

What it takes:

Previous experience working in a customer support environment
Excellent spoken and written English and German skills, French is a plus
Experience with the basic tenants of supporting web-based applications
Passion for customer satisfaction
A quick and motivated learner
Ability to use product knowledge to find solutions to customer problems without a script or knowledge article

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

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