OPENTEXT - THE INFORMATION COMPANY
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.
General Description
Do you enjoy helping customers solve their problems and achieve their goals? Do you have excellent communication, troubleshooting and analytical skills? Do you want to work for a company that is a global leader in Information Management and has a strong reputation for quality and innovation? If yes, then you might be the perfect candidate for OpenText!
OpenText is a Canadian software company that provides a comprehensive and integrated Information Management platform that empowers customers to organize, integrate and protect data and content as it flows through business processes inside and outside their organization. OpenText serves more than 100,000 customers in 170 countries across various industries and regions. OpenText has been recognized as one of Canada’s Most Admired Corporate Cultures, World’s Best Employers, Canada’s Best Employers, Canada’s Top 100 Employers, and Waterloo Area’s Top Employers, among other awards.
OpenText Enterprise Technical Support Team is looking for a technically dynamic and resourceful individual who can provide exceptional service and support to our customers via phone, email and web. As a customer support staff, you will be responsible for responding to customer inquiries, resolving technical issues, escalating complex cases, documenting solutions, and ensuring customer satisfaction. You will also have the opportunity to collaborate with other teams, learn new technologies, and contribute to the continuous improvement of our products and processes. This team is a successful team that has achieved customer satisfaction of over 97% for seven consecutive years. Here, you can also learn the tips how to provide support that satisfies the customers with high satisfaction. Our focus will be supporting OpenText enterprise software solutions deployed within both the on-premises and cloud environments.
Primary Duties
- Utilize exceptional written and verbal communication skills by supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy.
- Respond quickly and appropriately to customer technical requests, understanding their environment and applications, and working towards resolving complex technical issues. Document the solutions you propose and support their execution.
- Respond to resolve customer and partner cases in a timely and effective manner, adhering to service level agreements.
- Collaborate on cross-team and cross-product technical issues with a variety of resources including Sales, Solution Consultants, Professional Services and Engineers.
- Participate in after hours on call rotation with other staff members.
- Perform other/additional duties and projects that may be non-periodically assigned.
Skills and Knowledge
- 5+ years of experience working in a technical support environment supporting an enterprise-level multi-tiered application.
- Experience delivering service using ITIL methodology.
- Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
- Experience working with relational DBMS (PostgreSQL/Postgres, Oracle, MS SQL Server, mySQL)
- Programming/scripting is helpful, (ie. SQL, .sh/.bat, Java, JavaScript)
- Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.
- Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
- 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.
- Familiarity with OpenText enterprise products would be considered a great asset.
- Familiarity with SAP ERP system, SAP Basis would be considered a great asset.
- ITIL certification would be considered a great asset.
Academic
University/College degree within a related discipline or equivalent work experience
Language
The fluent communication skill with Japan customer who can communicate in only Japanese. (oral/read/write).
The communication skill with OT internal person who can communicate in only English.
Work Environment
General office environment with regular business hours of 9:00 AM – 18:00 PM. Work outside of these hours may be necessary due to on call, project schedules, deadlines, system reliability issues, customer issues, travel, and/or time zone differences. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 5% travel may be required.
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 at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
