Technical Analyst

Ref#: 21496

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. 

The opportunity:

Want to work with 85% of the world’s top brands and more than 100,000 customers in 140 countries? With OpenText Customer Support you have the chance to help our customers use our world class software and making them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere.

For more than two decades, OpenText™ has produced innovative online solutions that change the way organizations conduct their business and the way people gather, store and use information. Our Enterprise Information Management (EIM) technology is leading the industry. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation.

This position requires strong technical & problem solving skills. Our Technical Analyst position offers you an opportunity to learn all sorts of exciting technology and to learn how to deal with customers. Critical thinking is something that you’ll use daily as often each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environments makes sure that if you get stuck or need some help, you’ll always feel supported.

You are great at:

•Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
•Utilizing exceptional written and verbal communication skills while supporting customers via 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, phone 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:

•2 years previous experience working within a technical support environment
•University/College degree within a related discipline or equivalent work experience
•Solid foundation working with Windows OS, and any scripting, (ie. Java, SQL, CGI, Perl, .NET or C++)
•Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
•Experience working with relational DBMS (Oracle, MS SQL Server)
•Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
•Proven experience working in a fluid environment that is ever growing and changing
•Strong ability to multi-task and prioritize work effectively
•Positive attitude, patience, understanding, dedication and commitment
•Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.

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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