Associate Product Support Specialist

Join to apply for the Associate Product Support Specialist role at Open Text

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 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.

As an Associate Product Support Specialist, you play a critical role in resolving complex customer issues and improving the overall customer experience. With strong training, leadership, and support, you’ll be set up for success while continuing to grow your technology career s role is ideal for someone who views support as a long-term career opportunity and is motivated by learning, ownership, and impact.

• Provide advanced account-based and technical support to customers via phone and email, resolving escalated and complex issues.
• Perform in-depth troubleshooting across product functionality, including data discrepancies and advanced technical challenges.
• Develop a strong understanding of Open Text product architecture and technical environments.
• Manage assigned cases independently using proactive case management best practices, including timely follow-ups and resolution.
• Collaborate with cross-functional teams to elevate issues appropriately, identify trends, and contribute to long‑term solutions.
• Create, edit, and maintain Knowledge Base content by documenting new issues, improving clarity, and retiring outdated materials.
• Support continuous improvement efforts by assisting peers, participating in mentoring initiatives, and contributing to special projects as needed.

• A strong passion for learning new technologies and helping customers resolve complex issues.
• Excellent communication skills with the ability to adapt your style to different audiences and situations.
• Comfort navigating challenging customer conversations with professionalism and confidence.
• A proactive, detail‑oriented mindset with strong analytical and critical‑thinking skills.
• The ability to work independently while contributing positively to a collaborative team environment.
• Technical proficiency across Windows and Mac OS environments, desktop applications, networking, security, and web applications.
• 1–2 years of relevant technical support experience and/or a degree in a computer‑related field (or equivalent experience).

Open Text's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

Compensation:
At Open Text, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. 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: $41,400-$65,300;
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.

AI Usage Disclosure:
As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.

Entry level

Full-time

Other

Software Development