OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
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 Lead Technical Support Specialist, you will provide exceptional technical support, which includes tools for version control and integrated development environments (IDEs). This role involves troubleshooting, resolving technical issues, assisting with installation, configuration, and usage, and ensuring the smooth operation of these critical products. As a Lead Technical Support Specialist, you will be responsible for managing elevation cases from Senior Technical Support Specialists, ensuring swift and precise resolution of client issues.
Additionally, you will provide exceptional customer support, ensuring satisfaction and success, while maintaining clear and timely communication with customers and internal teams regarding support issues and updates. You will also play a crucial role in training and mentoring team members. This involves developing and delivering training programs to enhance the technical skills and knowledge of the support team. You will provide guidance and mentorship to ensure team members are well-equipped to handle complex issues, fostering a collaborative and growth-oriented environment. By sharing expertise and best practices, you will help build a strong, capable team that can effectively support the assigned OpenText’s product suite and contribute to overall customer satisfaction and success.
What the role offers:
- Provide advanced technical support to customers via phone, email and chat
- Reproduce, troubleshoot, and resolve customer issues related to the assigned OpenText’s products.
- Assist customers and colleagues with installation, configuration, and usage of tools.
- Handle escalated cases, providing advanced troubleshooting and resolution.
- Take and resolve Technical Elevations coming from Senior Technical Support Specialists
- Escalate unresolved cases timely to the CPE from the client's side when needed.
- Communicate with the client to collect all required additional information needed for case resolution.
- Ensure complete and detailed tracking of each update related to case handling, including all communication, by documenting all steps in the troubleshooting and resolution of the incident.
- Document all interactions and technical details using a CRM tool.
- Create and edit Knowledge Centered Services (KCS) content based on support interactions.
- Collaborate with cross-functional teams to meet SLOs, KPIs, and customer expectations.
- Advocate for customers within the organization and collaborate to resolve issues.
- Provide concrete and reliable information to clients, in compliance with respected procedures.
- Use professional business language in all communications with customers.
- Provide clear communication and updates between teams and departments to ensure consistent support.
- Meet service delivery guidelines, ensuring customer satisfaction is measured through surveys.
- Follow best practices in ticket management processes, ensuring that all clients’ tickets are assigned, checked, daily updated, and every effort is made to meet the required service level.
- Mentor colleagues and share knowledge to improve team performance and skill development.
- Prepare and refresh technical and procedure trainings.
- Collaborate with other team members to provide high-quality support and quick resolution of client requests.
- Seek continuous improvement of the provided service’s quality.
- Be part of Queue Monitoring when requested and ensure accomplishment of service level agreements.
- Timely and accurate resolution of technical issues in accordance with service delivery guidelines and KPIs.
- Lead the technical side of the escalation management process in critical client situations when requested.
- Clear and thorough documentation of support interactions and troubleshooting steps.
- Effective collaboration with other teams to resolve customer issues promptly.
- High customer satisfaction as measured by customer satisfaction surveys.
- Creation of helpful and informative KCS articles for team and customer use.
- Continuous improvement in technical knowledge and support processes.
- Contribution to a positive and supportive team environment.
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 contact us [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
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