Associate Technical Support Specialist

OPENTEXT - THE INFORMATION COMPANY

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.

AI-First. Future-Driven. Human-Centered.

At OpenText, 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 IMPACTAn Associate Technical Support Specialist role at OpenText is more than a job—it’s an opportunity to make a meaningful impact. As a key contributor, you’ll leverage your technical expertise to resolve complex issues, support customers and partners, and help deliver cutting edge information management solutions.

WHAT THE ROLE OFFERS

• Provide end to end technical support via phone and email, diagnosing and resolving complex software, application, hardware, data transport, and network issues.
• Own and manage multiple customer cases simultaneously, ensuring accurate documentation, timely updates, and adherence to SLAs.
• Collaborate with Tier 2 and Tier 3 teams on escalations, bug investigations, feature requests, and trend identification.
• Support customers and partners with disaster recovery testing and data protection best practices to ensure successful recovery outcomes.
• Make sound, business critical decisions to guide customers on data protection, recovery, and issue resolution strategies.
• Contribute to continuous improvement by maintaining Knowledge Base content, documenting new issues and solutions, and retiring outdated materials.
• Leverage CRM and support tools to document interactions, analyze trends, and consistently meet CSAT and quality KPIs.
• Expand expertise across the OpenText Mid Market product portfolio while staying current on training, alerts, and process updates.

WHAT YOU NEED TO SUCCEED

• Deliver professional, high quality customer support through heavy phone and written communication, effectively handling difficult customers and complex situations while maintaining high customer satisfaction.
• Troubleshoot and support Microsoft 365 applications across Windows and Mac environments, including Outlook, Teams, OneDrive, SharePoint, Intune, and mobile email configuration on iOS and Android devices.
• Administer and support Microsoft 365 environments using the Admin Center, with strong knowledge of Active Directory, Microsoft Exchange, DNS, and email routing.
• Analyze and resolve issues by defining problems, gathering data, evaluating root causes, and communicating solutions clearly to customers and partners.
• Demonstrate strong verbal and written communication skills in English; additional language proficiency (Spanish, French, or German) is an asset.
• Nice to have, but not required: Microsoft certifications and experience with Intune/Entra, Azure AD Connect, SharePoint/OneDrive, Teams administration, Power Automate, and network security/antivirus tools.

ONE LAST THING: OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. We’re seeking driven professionals who view this role as a long term career opportunity and are motivated to develop their technical expertise with OpenText.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in ourEqual 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.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us View email address on ca.snapjobsearch.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on ourWhy Join Us page. 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: $53,040 - $79,560; 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.