Principal Support Analyst

Ref#: 20767

Function: Technical Support

Location: Canada, ON, Waterloo

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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 OpenText CEM technical team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. Their focus will be supporting the Media Management product line within complex customer environments, to troubleshoot and resolve customer issues.

This is a senior level position that requires in-depth knowledge of relevant technologies and experience with coaching, leading escalation resolution and working with development to prioritize and identify potential code defects.

You are great at:

* Representing OpenText acting as first point of contact for all technical inquiries regarding Open Text Media Management and its integration into external environments.
* Utilizing exceptional written and verbal communication skills while supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy
* Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, ticket based activities, and schedule adherence.
* Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
* Act as a key point of contact for customer follow up and incident management, while maintaining ITSM with updates and resolution.
* Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
* Contributing to the knowledge base by authoring and editing articles to share current information with team members.
* Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
* Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it takes:

* Representing OpenText acting as first point of contact for all technical inquiries regarding Open Text Media Management and its integration into external environments.
* Utilizing exceptional written and verbal communication skills while supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy
* Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, ticket based activities, and schedule adherence.
* Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
* Act as a key point of contact for customer follow up and incident management, while maintaining ITSM with updates and resolution.
* Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
* Contributing to the knowledge base by authoring and editing articles to share current information with team members.
* Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
* Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

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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