Manager, Technical Support

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

Our Manager, Customer Support position offers you an opportunity to learn exciting technologies which would enable you to support our customers. Critical thinking is something that you'll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you'll always feel supported.

WHAT THE ROLE OFFERS

• Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
• Direct responsibility to oversee the operations of the Customer Support team. This encompasses time management, issue prioritization, and policy compliance.
• Deliver a customer centered philosophy.
• Mentor Customer Support team members.
• Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
• Develop standard operating procedures for the Open Text Customer Support team.
• Participate in Human Resource activities such as hiring, performance management, training, etc.
• To keep the Senior Management of North American Customer Support advised of all problems and potential problems within the Open Text Customer Support team and make recommendations towards finding solutions.
• To provide leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text.
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

WHAT YOU NEED TO SUCCEED

• 7+ years previous experience working within a technically focused environment. Highly developed professional/technical skills are needed to perform the job.
• Strong team building skills and previous experience leading technical teams
• Previous experience interfacing with customers in a support capacity
• Excellent communication skills, written and verbal.
• Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
• Any combination of the following skills or knowledge is a must:
  • Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
  • Experience working with relational DBMS (Oracle, MS SQL Server and IBM DB2)
  • Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
  • Enterprise Content Management
• As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.

ONE LAST THING

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.