AddressOPENTEXT
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.
The Opportunity:
An OpenText Content ServerCloud Support Specialist is responsible for the technical delivery of the CS (Content Server) Platform based solutions. This role has administration emphasis, combined with the consultative skills required to promote the impression of quality and excellence actively fostered within the Customer Success Services.
You are great at:
- Participate and contribute to Project execution phases
- Participate in the day-to-day administration of the systems, including Incident & Problem Management
- Participate in execution of new implementations, upgrades and patching activities.
- Participate in the advanced configuration of CS software components, in line with project and customer time scales.
- To co-ordinate project delivery through multiple teams that may include 3rd party suppliers, partners and client resources.
- Actively contribute in identifying opportunities for automating day to day activities where possible to achieve operational efficiencies.
- Actively seek new opportunities by working with the customer and the change control provisions provided by the contract, to extend the scope of profitable business.
- Actively use and contribute to the project management standards and quality checks used within OpenText Cloud Services.
- Understand requirements, conduct detailed design, determine level of effort, plan work breakdown structures and implementation approach
- Prepare, maintain and submit activity/progress reports and time recording/management reports in accordance with published procedures. Keep project managers informed of activities and alert of any issues promptly. Provide inputs as part of engagement closure on project learnings and suggest improvements
- Manage expectations and responsibilities for all client and internal stakeholders.
- Utilize exceptional written and verbal communication skills while supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy.
- Respond to and solve customer technical requests, show an understanding of the customer's managed hosted environment and applications within the Open Text cloud enabling resolution of complex technical issues. Document or Implement proposed solutions.
- Respond to and troubleshoot alerts from monitoring of applications, servers and devices sufficient to meet service level agreements.
Collaborating on cross-team and cross-product technical issues with a variety of resources including Product support, IT, and Professional Services.
What it takes:
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
- Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
- Strong interpersonal and people management skills
- Ability to use own initiative to resolve problems and to obtain relevant information needed to perform a given task
- Highly motivated
- Good in Communication
- Enjoys working in a diverse team environment
- Team player, result driven, ambitious, responsible
- Enjoys sharing knowledge and communication
Work Environment
General office environment. Participation in an on-call rotation to provide restoration of service for major incidents and perform scheduled activities outside of business hours is required. Work outside of normal business hours may be necessary due to on-call, project schedules, deadlines, system reliability issues, customer issues, travel, and/or time zone differences.
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.
