Job Description

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:

Serves as the customer contact for questions on usage, functionality, and problems encountered with OPENTEXT products and services. In addition, the position will require increased roles in day-to-day customer relations, escalations, and requirements concerning the training/technical knowledge for those specialists within the same customer grouping. The candidate must possess strong analytical and troubleshooting skills and excellent communication skills, both written and verbal. They must display expertise with the product offering and environments in which they operate.

You are great at:

• Provide production monitoring of data, error analysis, and serves as the customer contact for questions on usage, functionality and problems encountered with BN products and services.
• Expertise within the product offering and the environments they operate. They must possess and display an understanding of application functionality, relational database architecture, operating systems, and communication protocols.
• This level may begin with more experience than the previous level or may be assigned to more complex products/customers
• Increased role in day-to-day customer relations, escalations, and mentoring/training/technical knowledge.
• \xe2\x80\xa2 Provides technical support responding to case service levels, providing production support, effectively analyzing issues, providing issue resolution, and customer notification. Recreates customer issues & escalates to appropriate level.
• Actively participates in self-improvement, process, and technology training programs.
• Continually strives to expand comprehension of troubleshooting methodologies, application functionality, N-tier architecture, relational database architecture, operating systems, and comms protocols as applicable.
• Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers.
• Perform other/additional duties and projects that may be periodically assigned.
• May require on-call and weekend rotation
• Mentor and train lower-level Product Support Specialists.
• Submit and write new content to knowledge base, approve complex knowledge articles
• Identify product defects or enhancements and work with the Advanced Resolution group for resolution.
• Must have a good of understanding of all products and service offerings within the environment they operate. Expected to maintain technical proficiency and knowledge of company products and continually strive to improve.
• Responsible in handling customer escalation in the absence of the team\'s supervisor and/or manager or as required
• Manage or contribute to projects as needed

What it takes:

• College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.
• Minimum of 4 years related experience
• Must demonstrate very good problem solving, analytical and organizational skills
• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy
• EDI knowledge preferred.
• Must be able to work the night shift, shift rotation, holidays and on call (when necessary)
• Must be able to exhibit OPENTEXT core values and beliefs
• Good customer orientation and can work under pressure
• Has moderately high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions
• Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision
• Drives to exceed established expectations and set own goals
• Navigates through organization
• Takes action to build on and strengthen direct relationships
• Genuinely solicits input, ideas, and opinions from others
• Understands meanings behind emotion and content
• Acts as a mentor

L\'occasion :

Sert de contact client pour les questions sur l\'utilisation, les fonctionnalit\xc3\xa9s et les probl\xc3\xa8mes rencontr\xc3\xa9s avec les produits et services OPENTEXT. De plus, le poste exigera des r\xc3\xb4les accrus dans les relations quotidiennes avec la client\xc3\xa8le, les escalades et les exigences concernant la formation et les connaissances techniques pour les sp\xc3\xa9cialistes au sein du m\xc3\xaame groupe de clients. Le candidat doit poss\xc3\xa9der de solides comp\xc3\xa9tences en analyse et en d\xc3\xa9pannage et d\'excellentes comp\xc3\xa9tences en communication, tant \xc3\xa0 l\'\xc3\xa9crit qu\'\xc3\xa0 l\'oral. Ils doivent faire preuve d\'expertise avec l\'offre de produits et les environnements dans lesquels ils op\xc3\xa8rent.

Vous \xc3\xaates dou\xc3\xa9 pour :

• Assurer la surveillance de la production des donn\xc3\xa9es, l\'analyse des erreurs et servir de contact avec les clients pour les questions sur l\'utilisation, la fonctionnalit\xc3\xa9 et les probl\xc3\xa8mes rencontr\xc3\xa9s avec les produits et services de NE.
• Expertise au sein de l\'offre de produits et des environnements qu\'ils exploitent. Ils doivent poss\xc3\xa9der et afficher une compr\xc3\xa9hension de la fonctionnalit\xc3\xa9 de l\'application, de l\'architecture de base de donn\xc3\xa9es relationnelle, des syst\xc3\xa8mes d\'exploitation et des protocoles de communication.
• Ce niveau peut commencer avec plus d\'exp\xc3\xa9rience que le niveau pr\xc3\xa9c\xc3\xa9dent ou peut \xc3\xaatre attribu\xc3\xa9 \xc3\xa0 des produits / clients plus complexes
• R\xc3\xb4le accru dans les relations quotidiennes avec la client\xc3\xa8le, les escalades et le mentorat/ la formation / les connaissances techniques.

• Fournit un support technique r\xc3\xa9pondant aux niveaux de service de cas, fournissant un support de production, analysant efficacement les probl\xc3\xa8mes, fournissant une r\xc3\xa9solution des probl\xc3\xa8mes et une notification client. Recr\xc3\xa9e les probl\xc3\xa8mes des clients et les escalades au niveau appropri\xc3\xa9.
• Participe activement aux programmes d\'auto-am\xc3\xa9lioration, de processus et de formation technologique.
• S\'efforce continuellement d\'\xc3\xa9largir la compr\xc3\xa9hension des m\xc3\xa9thodologies de d\xc3\xa9pannage, des fonctionnalit\xc3\xa9s d\'application, de l\'architecture N-tier, de l\'architecture de base de donn\xc3\xa9es relationnelle, des syst\xc3\xa8mes d\'exploitation et des protocoles de communication, le cas \xc3\xa9ch\xc3\xa9ant.
• Travaillez de mani\xc3\xa8re interfonctionnelle au sein de l\'organisation, dans un environnement d\'\xc3\xa9quipe, pour offrir qualit\xc3\xa9, satisfaction et r\xc3\xa9solutions aux clients.
• S\'acquitter d\'autres t\xc3\xa2ches et projets suppl\xc3\xa9mentaires qui peuvent \xc3\xaatre assign\xc3\xa9s p\xc3\xa9riodiquement.
• Peut n\xc3\xa9cessiter une rotation sur appel et en fin de semaine
• Encadrer et former des sp\xc3\xa9cialistes du support produit de niveau inf\xc3\xa9rieur.
• Soumettre et \xc3\xa9crire du nouveau contenu \xc3\xa0 la base de connaissances, approuver des articles de connaissances complexes
• Identifiez les d\xc3\xa9fauts ou les am\xc3\xa9liorations du produit et travaillez avec le groupe R\xc3\xa9solution avanc\xc3\xa9e pour la r\xc3\xa9solution.
• Doit avoir une bonne compr\xc3\xa9hension de tous les produits et services offerts dans l\'environnement qu\'ils exploitent. On s\'attend \xc3\xa0 ce qu\'il maintienne la comp\xc3\xa9tence technique et la connaissance des produits de l\'entreprise et s\'efforce continuellement de s\'am\xc3\xa9liorer.
• Responsable de la gestion de l\'escalade des clients en l\'absence du superviseur et / ou du gestionnaire de l\'\xc3\xa9quipe ou au besoin
• G\xc3\xa9rer les projets ou y contribuer au besoin

Ce qu\'il faut:

• Dipl\xc3\xb4m\xc3\xa9 d\'un coll\xc3\xa8ge ou d\'une universit\xc3\xa9 d\'un dipl\xc3\xb4me technique (p. ex. informatique) pr\xc3\xa9f\xc3\xa9r\xc3\xa9; pour les dipl\xc3\xb4m\xc3\xa9s de cours non li\xc3\xa9s \xc3\xa0 l\'informatique, une forte aptitude technique est requise.
• Minimum de 4 ans d\'exp\xc3\xa9rience connexe
• Doit d\xc3\xa9montrer de tr\xc3\xa8s bonnes comp\xc3\xa9tences en r\xc3\xa9solution de probl\xc3\xa8mes, en analyse et en organisation
• Doit d\xc3\xa9montrer des comp\xc3\xa9tences de communication en anglais efficaces et la capacit\xc3\xa9 de fournir des solutions techniques aux clients qui peuvent ou non \xc3\xaatre EDI savvy
• Connaissance de l\'EDI pr\xc3\xa9f\xc3\xa9r\xc3\xa9e.
• Doit \xc3\xaatre en mesure de travailler le quart de nuit, la rotation des quarts de travail, les jours f\xc3\xa9ri\xc3\xa9s et sur appel (au besoin)
• Doit \xc3\xaatre en mesure d\'exposer les valeurs et les croyances fondamentales d\'OPENTEXT
• Bonne orientation client et peut fonctionner sous pression
• A un degr\xc3\xa9 mod\xc3\xa9r\xc3\xa9ment \xc3\xa9lev\xc3\xa9 de capacit\xc3\xa9 de raisonnement d\xc3\xa9ductif et d\'initiative pour r\xc3\xa9soudre des probl\xc3\xa8mes et d\xc3\xa9terminer des solutions appropri\xc3\xa9es
• On s\'attend \xc3\xa0 ce qu\'il g\xc3\xa8re la charge de travail dans un environnement au rythme rapide et soit proactif avec les probl\xc3\xa8mes des clients avec une supervision minimale
• Des lecteurs pour d\xc3\xa9passer les attentes \xc3\xa9tablies et fixer leurs propres objectifs
• Navigue dans l\'organisation
• Prend des mesures pour renforcer les relations directes
• Sollicite v\xc3\xa9ritablement les commentaires, les id\xc3\xa9es et les opinions des autres
• Comprend les significations derri\xc3\xa8re l\'\xc3\xa9motion et le contenu
• Agit \xc3\xa0 titre de mentor

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 1-800-499-6544.

OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless.

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It\xe2\x80\x99s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance.

Perks
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards.

Benefits
Our employee programs prioritize employees\xe2\x80\x99 well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer.

Social events
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.

Corporate Citizenship
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.

OpenText