Manager, Technical Support

Ref#: 20867

Function: Technical Support

Location: Canada, ON, Richmond Hill

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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. 

The opportunity:

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.

The primary responsibility of the Manager, Customer Support position is to oversee the operations of Documentum 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 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 Management of 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:

•7+ years of mostly relevant experience with Documentum. 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
•Excellent communication skills, written and verbal.
•Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
•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 validated environments and security compliance in the enterprise
•Enterprise software deployment in the cloud
•Enterprise Content 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 sex, national origin, disability or race. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com.

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