OPENTEXT 
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.

 

OPENTEXT  

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.  

 

YOUR IMPACT 

A Customer Service Representative role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in providing a seamless and contextualized customer experience that contribute towards customer satisfaction in the Enterprise Information Management.   

 

EXPLAIN THE PRODUCT/SOFTWARE or SERVICE:

The CSR team primarily handles first line support for Enterprise Information Management on-prem software and cloud services and access-related requests in the OpenText support portal.

 

CSR is part of a world class service-oriented team that takes incoming calls, chats, emails/interactions, and cases from customers and to partner with technical and non-technical support groups such as Fulfillment and Renewals towards resolutions and customer satisfaction.

 

WHAT THE ROLE OFFERS 

We are your first line of contact, dedicated to delivering an exceptional and meaningful initial customer experience. Assist OpenText customers with Website Navigation, General Inquiry, How-to Questions, and Registration in the Support Portal. Triaging of cases to technical and non-technical support groups such as Fulfilment and Renewals. Work on Account Management by administering the account contacts, roles, and responsibilities. Efficiently answer and follow up on all customer inquiries that come in via the ticketing system, email, phone, and chat systems. KCS certification to drive the implementation of an efficient KCS process, increase self-service capabilities, and achieve deeper efficiencies within the Support team.

 

WHAT YOU NEED TO SUCCEED 

A graduate student of any computer related courses with a working experience with the same field for at least 4-5 years in a global support environment, BPO, Global IT Company, and Shared Services Environment is an advantage. Adept at articulating and responding both verbally and in writing to common inquiries or concerns from customers, partners, etc. in English. Manage multiple customer cases simultaneously, 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. This also includes escalations and internal requests. Properly escalate cases to the appropriate teams as needed based on the issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions. Ensure a high-quality support service with low customer effort to drive a positive customer experience, efficient problem-solving, and effective troubleshooting. This includes managing backlog effectively, maintaining service level agreements, and achieving high productivity levels. Remain current on internal alerts, training, and process changes that are designed to prepare you for the evolving requirements of the role. To participate in various employee programs aimed at fostering collaboration, teamwork, and personal development. This can include wellness initiatives, mentoring programs, leadership development programs, and social activities. Advocates teamwork, growth, engagement, and to come up with recommendations that supports excellence in customer service. Works on ad hoc tasks, reporting, basic data analysis, and acts as the point of contact (POC) for the team upon the absence of the leader.

 

ONE LAST THING:   

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.  Add an extra line about the role and how amazing it is.  

 

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. 

 

 

 

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.