Sr. Technical 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 are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT A Technical Support Specialist role at OpenText is more than just a support position, it's an opportunity to make a meaningful impact on the success of our enterprise customers. As a key member of our global support organization, you will play a critical role in resolving complex technical challenges, delivering exceptional customer experiences, and ensuring customers maximize the value of their OpenText solutions. Working collaboratively across teams and business units, you'll help drive customer satisfaction, troubleshoot high-priority issues, and contribute to the continuous improvement of our products and services in a fast-paced, rewarding environment.

WHAT THE ROLE OFFERS •    Resolving complex technical issues in all areas of assigned OpenText software products by analysing logs, researching issues, debugging scripts or recreating problems in-house. •    Focusing on the customer experience and minimising customer effort. Representing OpenText in customer communications via telephone, email, or using remote solutions (Teams, Skype, WebEx etc) to find resolutions to presented technical problems. •    Demonstrating curiosity and driving your own learning, pursuing new knowledge continuously to keep current with industry and product changes.  •    Identifying and reporting software defects and feature requests.  •    Authoring as well as update articles to contribute to our Product Knowledge Base. •    Working independently in a self-motivated fashion, as well as collaborating when necessary on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.  •    Meeting established service delivery guidelines such as customer satisfaction, phone-based activities, resolution, schedule adherence, case documentation and case