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Technical Support Manager

OPENTEXT - THE INFORMATION COMPANY
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
The opportunity:
Reporting to the Senior Director, North American Customer Support, the primary responsibility of this position is to oversee the operations of the Brook Park Customer Support team. This includes managing the team members, prioritizing and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.
You are great at:
Oversee and lead resources supporting customers within OpenText's Managed Services, clients who have outsourced their mission critical e-commerce function to OpenText
The manager will be a point of escalation for internal and external issues concerning transaction monitoring, reporting, and troubleshooting as well as incident and problem management in a hosted services environment.
The manager will ensure support objectives are achieved including customer satisfaction, employee satisfaction, team service levels (achieving our initial response and resolution SLA's and providing timely customer updates for all open issues), and maintenance of minimal backlog.
The manager will also be expected to help establish team and individual goals for the technical support team and perform regular and yearly performance appraisals.
They will also work closely with Customer Support counterparts, Operations, Engineering, Profession Services, and Delivery Management resources.
What it takes:
Proven track record of delivering exceptional service and passion for Technical customer support.
Technical customer support experience with e-commerce, B2B services, and/or EDI desired.
2-4 years of demonstrated success performing the responsibilities listed for this role.
Ability to lead the team in achieving the day-to-day tasks to meet/exceed our SLA's.
Drive continuous improvement throughout team and organization
Flexibility in work schedule that includes working extended hours, weekends, and holidays.
Ability to handle customer escalations on 24X7 basis
Maintain excellent working relationships with our customers and understanding their business requirements is essential for this job.
Excellent MS Office skills including Outlook and Excel.
Excellent written and verbal communication skills.
Financial services, manufacturing, or retail industry experience preferred.
Bachelors degree in computer science, engineering, business administration, or related field or relevant work experience.
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity and Employee Polygraph Protection Act


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