Production Support Specialist - Cloudfax

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.

OPENTEXT

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.

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

OpenText is more than just a place of employment. It’s an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes “People First” and supports you to further develop and grow your career.

Serves as the customer contact for questions on usage, functionality and problems encountered with OpenText Fax2Mail and MessageReach products and services.

WHAT THE ROLE OFFERS

• Responsible for providing technical support to OpenText customers via phone and/or electronic format for various OpenText products and services.
• Ability to diagnose and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of OpenText Fax2Mail/Message products within the established guidelines.
• The Technical Support Specialist must be able to effectively communicate technical solutions to a customer who may or may not be Telecommunication savvy and professionally handles high volumes of customer inquiries.
• The Technical Support Specialist must be able to deliver the technical solutions to the customer within the set goals for Response Times, Resolution Times, Customer Satisfaction and First Contact Resolution etc.
• Display end-to-end case ownership, from the time the problem is reported until the resolution is delivered to the customer.
• When necessary, the technical support specialist needs to work with internal OpenText teams to satisfy the customer’s needs
• Adhere to the internal business processes set by the leadership team.
• Effectively own and/or coordinate service requests, for issues outside their scope, with other teams until closure.
• Performs related work and special projects as required.
• Mentor and train associate level Technical Support Specialists.
• Identify product defects or enhancements and work with the Advanced Resolution group for resolution.
• Must have a good understanding of all OpenText Fax2Mail& MessageReach 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

WHAT YOU NEED TO SUCCEED

• College/University graduates with a technical degree (e.g. Computer Science) preferred; for graduates of non-ITT related courses, a strong technical aptitude is required.
• Minimum of 2 years related experience
• Must demonstrate very good problem solving, analytical and organizational skills
• Detailed understanding of IT Internet Protocols and Communication Concepts
• Must be able to work the night shift, shift rotation, (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.

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 submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.