Manager, Technical Support

OpenText

  • Waterloo, ON
  • Permanent
  • Temps-plein
  • Il y a 1 mois
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 Impact:As a Technical Support Manager, you’ll lead a team to deliver exceptional end-to-end technical support for OpenText products. By addressing technical concerns and strengthening customer relationships, you’ll ensure customers' success and satisfaction. Your leadership will play a pivotal role in managing customer escalations, optimizing support processes, and driving innovation in service delivery, all while contributing to OpenText's reputation for excellence.What the Role Offers:
Reporting to a Senior Manager - Customer Support, the primary responsibility of this position is to,
  • Manage SLO, KPIs / MBOs; Productivity, staffing plans and Work scheduling
  • Develops and directs work schedules and monitors workflow to achieve globally established goals and objectives.
  • Direct responsibility to oversee the operations of a Customer Support team. This encompasses time management, issue prioritization, and policy compliance
  • 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
  • Support requests/tickets from Enterprise Customers / Partners / OT employees will be received via Customer Support Representatives (CSRs) through OT My Support portal / Voice initiated technical calls / Email / Chat. Innovates / Identifies areas of improvement either in the process / tools-used, proactively taking it up with respective stake holders, to go up the value chain
  • Improving standard operating procedures for the Open Text Customer Support team Participating in Human Resource activities such as hiring, performance management, training, etc.
  • To provide leadership and facilitate open communication between Technical Analysts within the group and other departments within Open Text
  • Delivering a customer centered philosophy
  • Developing training and competency plans, establishing career paths and mentoring the Customer Support team members
What You Need to Succeed:
  • Relevant managerial experience of 3+ years in an Enterprise support environment
  • Highly developed professional/technical skills are needed to perform the job
  • Strong team building skills are required
  • Previous 7+ years of experience interfacing with customers in a technical support capacity
  • Previous experience managing C-level escalation situations
  • Experience working with employees in different locations
  • Excellent communication skills, written and verbal
  • Prior knowledge of any / all of the OpenText ECD products (Documentum, Captiva, eRoom & Kazeon) would be an added advantage
  • A technical background including knowledge of Relational databases, Operating Systems, Web Technologies, Networking Protocols & related architecture preferred
  • Familiarity with Cluster and Disaster Recovery architectures and concepts Familiarity with validated environments and security compliance in the enterprise world
  • Enterprise software deployment in the cloud
  • Possesses extensive knowledge in Microsoft Office Suite, preferably MS Excel with strong OS knowhow (Windows)
  • Champions recommendations to management for change/improvements and execute on approved proposal(s)
  • Interpersonal & Presentation skills
  • Education Qualification: Bachelor’s / Master’s Degree
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