Lead Technical Support Specialist

OpenText

  • Waterloo, ON
  • Permanent
  • Full-time
  • 1 month ago
OPENTEXT - THE INFORMATION COMPANYOpenText 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.AI-First. Future-Driven. Human-Centered.At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.YOUR IMPACTOpenText is seeking a Lead Technical Support Specialist to enhance the Digital Support Platforms team within GTS Operations. This role leverages your technical support expertise to specialize in helping customers, support staff, other colleagues in diagnosing, troubleshooting, repairing and debugging complex systems. You will support the support delivery teams by providing technical guidance, perform Administrator functions in the CSM and Community Forum platforms to implement improvements and engage with IT teams on current and future support platforms and tools. The goal of the Digital Support Platforms team is to ensure customers can access self-service content and, when needed, have a flawless support case experience.WHAT THE ROLE OFFERS
  • Clearly and professionally communicating your understanding of a problem, your thought process, expectations and solutions to non-technical audiences.
  • Understanding complex systems and business processes spanning the range of sales, engineering, release management to support.
  • Working on broad projects and programs concurrently
  • Identifying and recommending best practices to help our internal customers minimize operational risks and avoid common pitfalls.
  • Administering CSM and Community platforms such as ServiceNow, Salesforce, Verint or OpenText Service Management.
  • Creating automation using workflow engines and low-code solutions to eliminate manual work
  • Leveraging latest technologies including but not limited to generative AI LLMs and Machine Learning.
  • Capturing and sharing your knowledge gained in the form of Knowledge Base Articles consistent with a KCS standard.
  • Creating tests, tools, and diagnostic procedures for use by product support personnel.
WHAT YOU NEED TO SUCCEED
  • University degree or college diploma (BA or MA), Computer Science, Programming or Systems Analysis.
  • Great written and verbal communication skills in English. Experience writing using a corporate style guide for customer-facing content.
  • Excellent customer service and technical support skills with 8+
years of experience supporting complex software solutions. * Firsthand experience using Administrator functions of customer support, community/forums, knowledge management tools such as OpenText Service Management (OTSM), ServiceNow, Salesforce, Vanilla Forums, Verint, Zendesk, Nohold.
  • Knowledge of technologies in the industry such as REST and SOAP services, Database technologies, XML, JSON and HTML & CSS, Windows, Office, etc.
  • In-depth knowledge of KCS best practices from the Consortium for Service Innovation, with KCS Certification (preferably as a KCS Coach) is an asset
  • Experience working in shared bug tracking tools, such as JIRA, Octane.
  • Ability to communicate technical concepts and solutions clearly, tailoring messages to technical and non-technical audiences.
  • Strong relationship and team building skills, with the ability to negotiate and resolve conflicts.
  • Programming experience in JavaScript, Jelly, Angular JS is an asset.
One last thing:OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.Join us on our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don't just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.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 . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

OpenText