Customer Support Specialist

Ref#: 21418

Function: Technical Support

Location: Ireland, Cork

Apply Now Connect with LinkedIn Connect with Xing Sign up with Indeed

Know someone else who would be a perfect fit? Let them know!

Share: LinkedIn Twitter

Send to a friend
OPENTEXT - THE INFORMATION COMPANY

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:

his position performs duties under direct supervision to provide support to customers and provision new accounts / users. To that end, the specialist assesses customer inquiries, issues and requests and resolves or escalates as needed in a timely fashion. The customer support specialist is generally associated with level 1 inquiries, issues or requests of small / low to moderate size, scope and complexity.

You are great at:

* Team with others in customer support to answer and process customer calls & emails effectively and efficiently.

* Utilize logging tools to accurately document conversations or correspondences throughout each customer interaction.

* Follow proper troubleshooting steps, ask clarifying questions, discover underlying causes of concern and escalate as appropriate.

* Maintain call ownership and provide regular and continuing communications with customers until resolutions are reached.

* Demonstrate a sense of urgency to queues and customers.

* Employ knowledge, skills and abilities to maximize single call resolution measurements.

* Prioritize time to complete assigned tasks while maintaining a focus on productivity and customer satisfaction.

* Use established methodologies and documented procedures to perform assigned tasks.

* Keep management informed of issues and status.

* Present a professional and pleasant image of the product and company.

What it takes:

* Leaving Certificate or equivalent
* Previous customer service experience.
* Understanding of how to use computers
* Must be willing to work flexible hours as required, including evening, weekend and occasional night shifts.
* Written, verbal and listening communication skills
* Ability to learn new technology
* Ability to diagnose problems and find solutions.
* Ability to work to a deadline and respond to priority issues effectively.
* Fluency in English and German

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

Apply Now Connect with LinkedIn Connect with Xing |

Share: LinkedIn Twitter

Send to a friend