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.

 

YOUR IMPACT:

Reporting to a Senior Manager of Technical Support, this role is primarily responsible for overseeing the operations of the Enterprise Technical Support teams that assist global customers using OpenText products. Key responsibilities include managing team members, prioritizing and handling escalated and major accounts, interfacing with customers, driving business metrics and ensuring adherence to OpenText's Technical Support policies.

 

WHAT THE ROLE OFFERS:

Directly oversee the operations of the Technical Support team, managing SLAs, KPIs/MBOs, productivity, staffing plans, work schedules, issue prioritization, and policy compliance.Handle escalated customer issues, develop action plans, communicate these plans to customers, and keep both customers and internal stakeholders updated on progress.Identify areas for improvement in processes and tools, proactively collaborating with relevant stakeholders to enhance overall operations.Develop and refine standard operating procedures for the OpenText Technical Support team.Participate in human resource activities, including hiring, performance management, and training.Develop training and competency plans, establish career paths, and provide mentoring to Technical Support team members.Actively engage in talent management activities, including providing feedback and facilitating training.Maintain high employee retention by offering timely recognition for individual and team achievements.

​​​​​​​WHAT YOU NEED TO SUCCEED:

Relevant managerial experience in Support environment with an overall experience of 12+ Years. Out of which minimum of 3+ years’ experience in managing people.Willing to work in 24x7 ShiftExperience working managing Inbound call taking support businessFamiliarity with Phone KPIsPrimary requirement would be to support the Americas Customers using OpenText ProductsHighly developed professional and interpersonal skills are needed to perform the jobPrior knowledge of any of the OpenText products or knowledge on cloud-to-cloud Backup and Recovery solutions and email Security would be preferredA technical background including knowledge of Relational databases, Operating Systems, Web Technologies, Networking Protocols & related architecture would be an added advantagePossesses extensive knowledge in Microsoft Office Suite, preferably MS Excel and MS Power PointStrong team building and talent management skills are required.Previous experience interfacing with customers in a support capacity.Previous experience managing C-level escalation situations.Experience working and or managing employees supporting different customer regionsExcellent communication skills, written and verbal.Familiarity with CRM or incident tracking and management systems such as Service Now, Salesforce, Oracle RightNow, Zendesk etc.

 

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. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.