Customer Support Representative

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.

The Opportunity :

The Customer Support Representative role is the first point of contact for all OpenText customers. This team has the responsibility of setting the stage for all other areas of customer and technical support, it is the foundation of our support teams providing world class customer service via, phone, self-service portal and live chat.

As a member of the Customer Support department, you will be responsible for call intake, creating and troubleshooting knowledge base accounts, ticket creation, ticket triage, live chats and email communication

You Are Great At :

• Efficiently answering and following up on all customer inquiries that come in via phone, email and chat
• Verification of product support and monitoring customer service portals to triage tickets accordingly
• Collaborate with renewals and licensing teams to ensure customers have the most up to date product licensing
• Working with new customers to ensure success of self-service tools with appropriate access and security
• Troubleshooting browser-based and enterprise desktop issues impeding customer access to our self-service tools
• Utilization of attention to detail while maintaining customer database
• Writing and publishing articles for a self-service customer knowledge base
• Participate in focus groups for our digital service transformation, understanding the data or processes, and providing insights and analysis to key decision makers

What It Takes :

• 1-3 years previous experience in a customer facing fast paced environment
• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
• Technical exposure to multiple browsers types (Edge, IE, Chrome, Firefox etc)
• Previous experience in a digital or service transformation project / environment
• Demonstrated ability to communicate in a clear and concise manner both verbally as well as written
• Positive attitude, patience, and understanding with the ability to view issues from a customer standpoint
• Dedication and commitment to a team environment
• Proven experience working in a fluid environment that is ever growing and changing
• Ability to multitask, dealing with multiple issues simultaneously
• Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge
• Ability to work in a global environment that involves evening shifts and statutory holidays on a rotational basis
• Bilingual in French or German an asset.

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 [email protected].