Manager Customer Support

Ref#: 20659

Function: Technical Support

Location: US, UT, Draper

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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:

Reporting to the Senior Director, North American Customer Support, the primary responsibility of this position is to oversee the operations of the Draper Customer Support team. This includes managing the team members, 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 the operations of the Draper Customer Support team. This encompasses time management, issue prioritization, and policy compliance.
•Deliver a customer centered philosophy.
•Mentor the Customer Support team members
•Manage all 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.
•Participate in Human Resource activities such as hiring, performance management, training, etc.
•To keep the Senior Director, North American Customer Support advised of all problems and potential problems within the Open Text Customer Support team, and make recommendations towards finding solutions.
•To provide leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text.

What it takes:

•10+ years of mostly relevant experience. Highly developed professional/technical skills are needed to perform the job.
•Strong team building skills and previous experience leading technical teams
•Previous experience interfacing with customers in a support capacity
•Previous experience managing C-level escalation situations
•Excellent communication skills, written and verbal.
•Highly organized with an ability to balance multiple projects and escalations in a fast paced environment.
•Experience in the ECM marketplace
•Strong technical background and experience, including knowledge of the following:
◦Relational databases such as Oracle, and MS SQL Server, Sun Solaris and Windows Servers
◦Programming languages such as C++ and Java
◦Web technologies such as web servers, browsers, etc.
◦Networking protocols, architecture and devices such as load balancers
◦Enterprise software solution architectures
◦Familiarity with cluster and Disaster Recovery architectures and concepts
◦Familiarity with validated environments and security compliance in the enterprise
◦Enterprise software deployment in the cloud
◦Enterprise Content Management
◦Records Management

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity  and Employee Polygraph Protection Act

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