YOUR IMPACT:
Our Manager, Technical Support position offers you an opportunity to learn exciting technologies which would enable you to support our clients. Critical thinking is something that you'll leverage on an ongoing basis as each client's situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you'll always feel supported.
WHAT THE ROLE OFFERS:
• Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
• Direct responsibility to oversee the operations of the Client Support team. This encompasses time management, issue prioritization, and policy compliance.
• Deliver a client centered philosophy.
• Mentor Client Support team members.
• Manage all client relations for client problems that are escalated to your attention. This includes developing action plans for escalated client problems, informing clients of the plans, and keeping clients apprised of the progress.
• Develop standard operating procedures for the Open Text Client Support team.
• Participate in Human Resource activities such as hiring, performance management, training, etc.
• To keep the Senior Management of North American Client Support advised of all problems and potential problems within the Open Text Client Support team and make recommendations towards finding solutions.
• To provide leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text.
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
WHAT DO YOU NEED TO SUCCEED:
• 7+ years previous experience working within a technically focused environment. Highly developed professional/technical skills are needed to perform the job.
• Strong team building skills and previous experience leading technical teams
• Previous experience interfacing with clients in a support capacity
• Excellent communication skills, written and verbal.
• Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
• Any combination of the following skills or knowledge is a must:
• Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
• Experience working with relational DBMS (Oracle, MS SQL Server and IBM DB2)
• Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
• Enterprise Content Management
• As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $92,320 - $138,500; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.
