Associate Product Support Specialist

Hiring Manager: Pratt Dubey

Talent Acquisition Advisor: Carrol Isaacs

Job Code Level: TCP1

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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.

The Opportunity - Full time in Waterloo office

As an Associate Product Support Specialist, you resolve difficult customer issues and contribute to the overall growth of the business and your peers. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will:

• Achieve high levels of customer satisfaction when responding to customer requests via phone or email

• Troubleshoot technical and non-technical issues with the tools and skills after product training, often working issues that could not be resolved at previous support levels

• Ensure customer has best product that suits their needs

• Provide guidance to fellow Associate Product Support Specialists

• Participate in the content creation lifecycle for support documentation

We are looking for people who are interested in continued growth in their technology career with OpenText. An ideal candidate will invest in this job as the true career opportunity it is. A successful Associate Product Support Specialist is a person who is a self-starter, who can navigate difficult situations and conversations with a professional attitude and seeks opportunities to improve the customer experiences we provide.

• Delivered advanced technical and account support to customers via phone and email, resolving complex issues including missing data, system functionality, and escalated technical concerns.

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