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
As a Senior Manager of Technical Support, you will lead and empower a team of managers and agents to deliver outstanding technical support for OpenText products. By resolving technical issues and fostering strong customer relationships, you’ll ensure customer success and satisfaction. Your role will also involve driving innovation, improving processes, and mentoring team members to enhance both customer experience and team performance.
What the Role Offers
What You Need to Succeed
Skills and Experience:
Managing metrics including SLOs, KPIs and MBOs; productivity, staffing plans and work scheduling
Developing and directing work schedules and monitoring workflow to achieve globally established goals and objectives
Overseeing the operations of a Customer Support team. This encompasses time management, issue prioritization, and policy compliance
Managing all customer relations for issues and problems that are escalated to your attention. This includes developing action plans, informing customers of the plans and keeping customers informed of the progress
Overseeing Support requests/tickets from Customers, Partners and colleagues received via Customer Support Agents, the OpenText Support portal, voice calls, email and chat. Looking at ways to innovate and identify areas of improvement in the process and/or tools used
Improving standard operating procedures for the Customer Support team
Participating in Human Resource activities such as hiring, performance management, training, etc.
Providing leadership and facilitating open communication between Support Agents within the group and other departments within OpenText
Delivering a customer centered philosophy
Developing training and competency plans, establishing career paths and mentoring team members
Personal Attributes:
Ability to interact with people and adjust your communication style based on their individual needs
Ability to navigate difficult conversations with customers
You won’t be satisfied until customers are satisfied
Strong focus on continuous improvement and career progression
The desire to drive a team that contributes by promoting a positive team environment and team growth
A proven track record of judgment and decision-making
Education and Experience:
8+ years of relevant managerial experience in an Enterprise support environment
Highly developed professional/technical skills are needed to perform the job
Strong team building skills
Previous experience interfacing with customers in a support capacity
Previous experience managing C-level escalation situations
Experience working with employees across multiple locations
Excellent English communication skills: both written and verbal. Other languages would be beneficial.
A technical background including knowledge of databases, Operating Systems, Web Technologies and networking protocols / architecture preferred
Possesses extensive knowledge of the Microsoft Office Suite
Champions recommendations to senior management for change/improvements and execute on approved proposal(s)
Excellent interpersonal & presentation skills
A passion for providing quality customer service and technical support
Demonstrated strong analytical and critical thinking skills
Proven experience working in a fluid environment that is ever growing and changing.
Demonstrated ability to multi-task and prioritize work effectively.
Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.
Positive attitude, patience, understanding, dedication, and commitment
One Last Thing
At OpenText, we value innovation, collaboration, and a commitment to excellence. If you are passionate about leveraging technology to drive operational efficiency and deliver exceptional results, we encourage you to apply. Join our team to work with cutting-edge technologies in a collaborative and innovative environment. Benefit from continuous learning and professional development opportunities, along with flexible work arrangements, including remote work options.