OPENTEXT - THE INFORMATION COMPANY
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 are hiring talent AI can't replace to help us shape the future of information management. Join us.
THE OPPORTUNITY
OpenText Global Customer Technical Support is seeking aTechnical Support Specialist II to provide technical support to customers using EDI messaging platforms, SaaS applications, and financial services solutions.
YOUR IMPACT
We are looking for a technical support professional with strong troubleshooting, analytical thinking, customer service, and communication skills. The ideal candidate has experience in a service desk, help desk, technical support, application support, or IT support environment and is comfortable diagnosing technical issues, managing support tickets, and working directly with customers.
The successful candidate is a logical thinker who enjoys troubleshooting complex problems, asking the right questions, identifying root causes, and finding effective solutions. Experience with EDI, automotive systems, B2B or SAAS applications is highly valued, but strong technical support fundamentals and the ability to learn new technologies are equally important.
This position supports customers primarily within the automotive manufacturing and supply chain industries and works as part of a global technical support organization.
YOU ARE GREAT AT
Provide Level 1/Level 2 technical support for enterprise software, SaaS applications, EDI messaging platforms, connectivity, and related technologies.
Respond to and manage customer issues through telephone, email, and chat.
Troubleshoot hardware, software, application, connectivity, configuration, and data-related issues using a structured troubleshooting methodology.
Perform incident management, problem identification, root cause analysis, and service request fulfillment.
Gather relevant technical information by asking targeted questions, reviewing logs, analyzing messages, and identifying patterns.
Research and use technical documentation, knowledge bases, product information, and established troubleshooting procedures to resolve customer issues.
Document troubleshooting activities, customer interactions, technical findings, and resolutions accurately within the ticketing/CRM system.
Prioritize incidents and service requests based on business impact, urgency, severity, and established Service Level Agreements (SLAs).
Resolve technical issues independently when possible and appropriately escalate complex or high-priority issues to senior technical teams.
Monitor assigned tickets and provide timely customer communication and follow-up through resolution.
Develop and maintain Knowledge Base (KB) articles, technical documentation, support procedures, and troubleshooting guides.
Identify recurring issues and opportunities to improve support processes, procedures, documentation, and customer experience.
Collaborate with technical teams and global support resources to investigate and resolve complex customer issues.
Develop technical expertise in EDI messaging, enterprise applications, connectivity protocols, and customer environments.
Technical Troubleshooting
You approach problems logically and methodically. You can take a complicated technical issue, break it into smaller components, gather information, eliminate possibilities, and work toward the root cause.
Analytical Thinking
You naturally look for patterns and connections. You don't simply follow a script. You use available information, documentation, logs, and your technical experience to determine what is happening and what should be done next.
Customer Communication
You are comfortable working directly with customers and can explain technical information clearly to both technical and non-technical audiences. You listen carefully, ask effective questions, set appropriate expectations, and maintain a professional customer-focused approach.
Service Desk Fundamentals
You understand the fundamentals of technical support and IT service management, including incident management, ticket management, prioritization, escalation, documentation, troubleshooting, service requests, and SLAs.
Problem Ownership
You take ownership of customer issues from initial investigation through resolution or appropriate escalation. You document your work clearly and keep customers informed throughout the process.
Learning Agility
You are comfortable learning new technologies, applications, products, and processes. You want to understand not only how to resolve a problem, but why the solution works.
Collaboration
You work effectively with other technical support professionals, engineering teams, product teams, and global resources. You are comfortable asking for assistance and sharing knowledge with others.
Organization and Prioritization
You can manage multiple incidents and service requests in a high-volume environment while maintaining attention to detail and meeting established SLAs.
WHAT YOU NEED TO SUCCEED
3+ years of experience in technical... For full info follow application link.
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email [email protected]
