Senior Manager Technical Support

Ref#: 21932

Function: Technical Support

Location: Ireland, Cork

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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:

The opportunity:
Reporting to a Director, Customer Support, the primary responsibility of this position is to oversee the operations of some of the Support teams, supporting a variety of Enterprise Information Management products for the EMEA region. This includes managing the team managers, prioritizing and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.

You are great at:

*Direct responsibility to oversee some of the operations of Customer Support teams. This encompasses KPIs management, issue prioritization, and policy compliance.
*Deliver a customer centric philosophy.
*Mentor the Customer Support Managers.
*Provide mentoring to key talents.
*Create and deliver action plans to improve efficiency and quality.
*Manage customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
*Develop standard operating procedures for the Open Text Customer Support team.
*Actively engage in talent management activities such as hiring, performance management, feedback, training, etc.
*Act as OpenText culture ambassador.
*Creative thinker and able to adapt to change.
*Have a positive presence and can deal with difficult conversations.
*Develop people’s career, preparing them to grow professionally through mentoring, coaching and career guidance.
*To provide leadership and facilitate open communication between Technical analysts within the group and other departments within Open Text.

What it takes:

*Relevant managerial experience in Support environment.
*Highly developed professional and interpersonal skills are needed to perform the job.
*Strong team building and talent management skills are required.
*Previous experience interfacing with customers in a support capacity.
*Previous experience managing C-level escalation situations.
*Experience managing employees in different locations.
*Excellent communication skills, written and verbal.
*Solid ITIL knowledge and experience.
*Relevant NPS and Customer satisfaction experience.
*MBA is desirable

We offer a wide variety of group benefits to our employees including, Private Healthcare, Group Life Assurance, OpenText matching contribution Pension Plan, Fitness and Wellness reimbursement, Free on-site parking, Bike to Work scheme, Educational Assistance & Professional Memberships support. We also have an in-house games room with plenty of refreshments along with a great environment to work in. You can check it out on our YouTube channel

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

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