Customer Support Specialist

Ref#: 21418

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:

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.

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