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

OpenText is more than just a place of employment. It’s an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes “People First” and supports you to further develop and grow your career.

 

WHAT THE ROLE OFFERS

The OpenText FDDG Technical Support Specialist team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment.  The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form.  Their focus will be supporting the FDDG (Fax and Documentation Distribution) suite of products within complex customer environments.

The successful candidate will be working in a highly functioning team consisting of Technical Support Specialist and Senior Technical Support Specialist that work effectively together to reach a common goal.

Representing OpenText acting as first point of contact for all technical inquiries regarding FDDG products and their integration into external environments.  Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathyMeet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.  Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.Act as a key point of contact for customer follow up and incident management, while maintaining the support ticket with updates and resolution.Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions. Contributing to the knowledge base by authoring and editing articles to share current information with team members.Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.Potential requirement to work in a 24/7 environment

 

WHAT YOU NEED TO SUCCEED

 

1 – 2 years previous experience working within a technical support/customer support environmentUniversity/College degree within a related discipline or equivalent work experienceKnowledge of RightFax preferredMust be flexible to work onsite during the specified corporate/RTO days, do shift rotation (including weekends), holidays, and on-call (when necessary)Must be amenable to do hybrid work (3x onsite per week, 2 days WFH)Solid foundation working with Windows OSStrong desire to provide exceptional customer support efficiently with a high focus on first call resolutionProven experience working in a fluid environment that is ever growing and changingStrong ability to multi-task and prioritize work effectivelyPositive attitude, patience, understanding, dedication, and commitment Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge. Working knowledge of Active Directory and MS Exchange or Lotus Notes preferredPrevious experience working with telephony and networking preferred

 

 

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. We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.

 

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.