About the role
AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.
YOUR IMPACT
As a Technical Support Specialist, you will utilize your knowledge and experience to support our customers / partners as part of a global support team.
This involves taking ownership of cases that are raised by email or phone, and working them through to resolution, within our defined SLAs. Daily activities may change with new projects, products, and the needs of the customer. Fluency in languages other than English is beneficial.
WHAT THE ROLE OFFERS
- Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment etc.
- Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction
- Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.
- Work with Tier 2, 3, and Operations on technical escalations, bugs, and feature requests
- Working closely within a team
- Good written and oral communication skills in English.
- Excellent customer service skills, adding to the customer experience.
- A track record of good judgment and decision-making in positions with significant responsibility.
WHAT YOU NEED TO SUCCEED
- Active Directory
- Backup& Restore
- E-Mail Archiving
- Google Workspace
- IT-Security
- Microsoft 365 Cloud and Exchange Online
- Microsoft Exchange
- Networking (LAN/WAN, DNS, DHCP, TCP/IP)
- PowerShell
- SQL-Databases
- Virtualization.
- Web Technologies
ONE LAST THING
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
About OpenText
OpenText is a world leader in Information Management, helping companies securely capture, govern and exchange information on a global scale. OpenText solves digital business challenges for customers, ranging from small and mid-sized businesses to the largest and most complex organizations in the world. For more information about OpenText (NASDAQ/TSX: OTEX), visit www.opentext.com
About the role
AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.
YOUR IMPACT
As a Technical Support Specialist, you will utilize your knowledge and experience to support our customers / partners as part of a global support team.
This involves taking ownership of cases that are raised by email or phone, and working them through to resolution, within our defined SLAs. Daily activities may change with new projects, products, and the needs of the customer. Fluency in languages other than English is beneficial.
WHAT THE ROLE OFFERS
- Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment etc.
- Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction
- Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.
- Work with Tier 2, 3, and Operations on technical escalations, bugs, and feature requests
- Working closely within a team
- Good written and oral communication skills in English.
- Excellent customer service skills, adding to the customer experience.
- A track record of good judgment and decision-making in positions with significant responsibility.
WHAT YOU NEED TO SUCCEED
- Active Directory
- Backup& Restore
- E-Mail Archiving
- Google Workspace
- IT-Security
- Microsoft 365 Cloud and Exchange Online
- Microsoft Exchange
- Networking (LAN/WAN, DNS, DHCP, TCP/IP)
- PowerShell
- SQL-Databases
- Virtualization.
- Web Technologies
ONE LAST THING
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
About OpenText
OpenText is a world leader in Information Management, helping companies securely capture, govern and exchange information on a global scale. OpenText solves digital business challenges for customers, ranging from small and mid-sized businesses to the largest and most complex organizations in the world. For more information about OpenText (NASDAQ/TSX: OTEX), visit www.opentext.com