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Employment Type : Full-Time
OPENTEXT - THE INFORMATION COMPANY
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
What is this role?
The OpenText Axcelerate Customer Support Engineering 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 Axcelerate product line within the Legal space on complex on-premise and SaaS customer environments, while suggesting techniques and tools for application development.
The successful candidate will be working in a highly functioning team consisting of Customer Support Engineers that work effectively together to reach a common goal supported by Senior Specialist and Leads.
What you will be doing: Representing OpenText as the point of contact for all technical inquiries regarding Axcelerate and its integration with other OpenText products in external customer environments. Utilizing exceptional written and verbal communication skills in English. Supporting customers via web, telephone and email, while demonstrating a high level of customer focus and empathy Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone and ticket 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. Solving complex, technical problems in the customer’s environment involving OpenText products and providing alternative support options which may not be related to OpenText products directly Acting as a key point of contact for customer follow up and incident management, while maintaining ticketing system with the definition of the problem, notes and updates logging work performed and resolution. Collaborating across OpenText teams on cross-product technical issues with a variety of resources including development to address software defects and customer suggestions. Contributing to the knowledge base by authoring and editing articles used by team members and customers. Leveraging the provided resources to build testing environments and explore supported OpenText products in order to drive your own learning objectives. Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function. Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of the job or role as needed. Monitoring and actioning System Level Alerts.
What does it take? 4 years previous experience working within a Customer Support Engineering role University/College degree within a related discipline or equivalent work experience Effective problem-solving approach based on logical troubleshooting and analysis Proficient in Windows OS and/or UNIX. Scripting language experience considered a plus. Strong knowledge working with Web Application Servers (JBoss, TomEE, Tomcat, and IIS) Experience debugging JavaScript and using browser developer tools Experience with network tracing software (i.e. Charles Proxy, Fiddler, and Wireshark) Programming/scripting is helpful, (i.e. SQL, Java, JavaScript) Experience working with relational DBMS (Oracle, MS SQL Server, PostgreSQL) History of providing exceptional customer support efficiently with a high focus on first call resolution Proven experience working in a fluid environment that is ever growing and changing Strong ability to multi-task and prioritize work effectively Positive attitude, patience, understanding, dedication, and commitment Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
Participate in holiday coverage for the product set and potential for after hours on call rotation.
Prior litigation support experience considered a plus
Basic Networking/Desktop Setup Skills
Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA) , Equal Employment Opportunity and Employee Polygraph Protection Act