Sr. Production Support Specialist

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.

 

The Opportunity:

Serves as the initial customer contact for questions on usage, functionality and problems encountered with OPENTEXT products

 

You Are Great At:

 

• Direct responsibility overseeing operations of a highly technical Customer Support team. This encompasses escalations, time, issue prioritization, and policy compliance.
• Deliver a customer-centered philosophy.
• Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the action plans, and keeping customers apprised of the progress.
• Develop standard operating procedures for the Open Text Customer Support team.
• Participate in Human Resource activities such as hiring, performance management, training, etc.
• Creative thinker and able to adapt to change
• To provide leadership and facilitate open communication between technical resources within the group and other departments within Open Text.
• Working with Development and Product Management to drive customer issues
• As a 24x7x365 organization, shift work, holidays, and on-call responsibilities may be required. 

 

What it takes: 

 

Electronic Data Interchange (EDI) knowledge preferred Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy

Previous experience leading technical teams Strong team-building skills are required Previous experience interfacing with customers in a support capacity Previous experience managing C-level escalation situations Excellent communication skills, written and verbal. Strong interpersonal skills and customer orientation. Highly organized with an ability to balance multiple projects and escalations in a fast-paced 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 at [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.