Technical 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.

Your Impact
The Open Text (Documetum) technical support team is currently looking for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form.

Their focus will be supporting the Documentum Captiva suite of products within complex customer environments, while suggesting techniques and tools for application development. The successful candidate will be working in a highly functioning team to reach a common goal, that is customer success.

You are Great At

Representing Open Text, acting as first point of contact for all technical inquiries.

Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy.

Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.

Learning new products and processes quickly to find solutions for customers effectively.

Understanding complex customer environments and product usage, and effectively communicating with subject matter experts to find a resolution.

Delivering resolution effectively as the key point of contact.

Collaborating cross‑team and cross‑product on technical issues with a variety of resources and documenting in Service Now.

Learning and contributing to the knowledge base by authoring and editing articles.

Using professional/technical knowledge, guided by known practices and established precedents, to make decisions within defined parameters to impact schedules and deliverables of the project/function.

Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What You Need To Succeed

2+ years previous experience working within a technical support environment or similar.

University/College degree within a related discipline or equivalent work experience.

Aptitude to learn (a thirst for knowledge) new skills quickly and use them effectively will give a competitive advantage.

Experience in installing, upgrading, configuring, and maintaining software.

Very good working knowledge of Windows OS and ability to learn new operating systems.

Experience in relational DBMS will be an advantage.

Knowledge of web application servers will be an advantage.

Working experience with virtual environments (VMWare ESX, Oracle Virtual Box, Citrix) or cloud technologies will be an advantage.

Strong desire to provide exceptional customer support efficiently with a high focus on first‑call resolution.

Ability to multi‑task and prioritize work effectively in a fluid environment that is ever‑growing and changing.

Troubleshooting skills, positive attitude, patience, understanding, dedication, commitment and teamwork is a must have.

Attention to detail with strong communication skills both verbal and written.

Experience in any Open Text product will be an advantage.

As a 24x7x365 organization; shift work, holidays and on‑call responsibilities may be required.

Compensation
At Open Text, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.…