New Job Sr. Customer Support Representative In Ontario

Sr. Customer Support Representative

Company : opentext
Salary : Details not provided
Location : Ontario

Full Description


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.

Who we are
Opentext Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to; drive faster decision making, improve agility, strengthen security policies, and increase ability to both exploit the opportunities and control the risks of enterprise information.
Opentext provides solutions across the entire range of core EIM capabilities – sophisticated, secure, high-value, and cost-effective – onsite, via mobile devices, private cloud, or in the cloud.
What is this role?
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, and technical article publishing.

What you will be doing:
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 does it take?
3-5 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

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. Should you require accommodations during the selection process, please contact [email protected] ).