Associate Production Support Specialist

Opentext
- The Information Company

Open Text 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 Open Text, 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.

Opentext
- The Information Company

Open Text 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 Open Text, 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.

YOUR IMPACT

As an Associate Product Support Specialist, you will provide technical and account support to clients, troubleshoot complex issues, and contribute to the success of both the business and your team. Through comprehensive training, effective leadership, ongoing coaching, and collaboration, you will have the resources and support needed to develop your technical expertise and succeed in the role.

What

The Role Offers

• Provide technical and account support to clients via phone and email, resolving issues related to missing data, system functionality, and escalated technical concerns.
• Investigate and troubleshoot high-priority cases independently, leveraging CRM systems, knowledge bases, and technical resources to drive timely resolutions and ensure client satisfaction.
• Collaborate with Engineering, Development, and cross-functional support teams to elevate complex issues, reproduce defects, test fixes, and identify trends and solutions.
• Create, maintain, and improve knowledge base content by documenting new issues, updating existing articles, and ensuring support documentation is accurate, clear, and easy to use.
• Support and mentor team members through real-time assistance, coaching, and knowledge-sharing initiatives to improve issue resolution and overall team performance.
• Consistently meet service quality and performance targets while adapting to evolving products, processes, training requirements, and support initiatives.

What You Need To Succeed

• Ideally, 1–2 years of experience providing technical support for Windows desktop and server environments, macOS, desktop applications, networking, security, and web applications.
• An associate degree in a technical or computer-related field is preferred; equivalent relevant work experience may be considered in place of formal education.
• A passion for delivering high-quality client service and technical support.
• Strong analytical, troubleshooting, and critical-thinking skills.
• Technical proficiency in Windows desktop and server environments, macOS, desktop applications, networking, security, and web applications.
• Excellent verbal and written communication skills.
• Previous experience in a training, coaching, or mentoring role is preferred.

ONE LAST THING

Open Text is more than a corporation—it’s a global community built on trust, character, and purpose. Here, we act ethically, care deeply about people, and always…