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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.

OPENTEXT - THE INFORMATION COMPANY

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

Global Tier 1 is part of a world class service-oriented team that takes incoming calls, chats, emails/interactions, and cases from customers. Global Tier 1 team is looking for a quick-thinking, customer-focused representatives that can educate, problem solve current customer concern and prevent possible future concerns by looping back and influencing to improve on internal processes.

The ideal candidate should have a growth mindset, be a strong customer advocate and ensure customer satisfaction is delivered with every customer touch.

The Opportunity:

  • Verify product lines and monitor customer service portals to triage cases accordingly across all organizations
  • Handle cases concerning customer access and permissions to MySupport Portal
  • Able to complete basic administration tasks on customer profile and accounts
  • Efficiently answer and follow up on all customer inquiries that come in via the ticketing system, email, phone, and chat systems
  • Collaborate with Account Executives, Renewals, Licensing team to ensure customers have the most up to date product licensing

You are great at:

  • Learning the Global Tier 1 tasks and meeting goals and expectations
  • Work independently to solve customer issues and own casework by diagnosing, troubleshooting, and resolving software, application, data transport, and network issues related to service and product offerings
  • Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements
  • Properly escalate cases to the appropriate teams as needed based on the issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions
  • Continued use of Support utilities (ServiceNow, MySupport Portal, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions
  • Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality
  • Remain current on internal alerts, training, and process changes that are designed to prepare you for the evolving requirements of the role

What It Takes:

  • Candidate must be willing to work in rotating shifts, weekend, and holiday work schedule
  • Candidate must be willing to follow a hybrid work set up (2 days WFH, and 3 days onsite)
  • A fresh graduate of any computer related courses or has a working experience with the same field for at least 1 year.
  • Experience working in a global support environment, BPO, Global IT Company, Call Center and Shared Services Environment is an advantage.
  • Must possess developed interpersonal and communication skills, and the ability to work with an extensive variety of customers. Must be able to work with difficult customers and situations and still maintain a high level of customer satisfaction. Must be able to maintain a professional demeanor when working with difficult or challenging customers
  • Understanding of Desktop applications (Windows and Mac) 
  • Ability to utilize available resources to the fullest; must have excellent computer skills.
  • Ability to organize and manage multiple priorities
  • Demonstrable ability to define problems, gather data, establish facts, and draw valid conclusions
  • Adept at articulating and responding both verbally and in writing to common inquiries or complaints from customers, partners, etc.
  • Must have excellent spoken and written communication skills and speaks English
  • Independent, friendly, outgoing, and adaptive team player

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 hr@opentext.com.

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Confirmed 19 hours ago. Posted 30+ days ago.

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