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 Ma 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: The Manager for
Technical Support will be responsible for the operational support and people management. You Are Great At: . Makes day-to-day decisions that impact the team to ensure adequate support/service is delivered to its customers . Manages customer relationships by driving activities such as monitoring of incident tickets until resolution, providing updates to customers as appropriate . Manage customer relationships with Customers and attend scheduled customer meetings. . Manages customer notifications, customer escalations, and incident management, including trend analysis and reporting . Ensures effective and efficient delivery of technical support which meet or exceed SLAs through defined quality standards and drives continuous service improvement based upon quality metrics and customer feedback . Provides oversight and/or delivery of
administrative functions including hiring, on-boarding, training, performance management, career planning, reporting among others What It Takes: . Experience in leading teams and proven ability in developing front line managers in a global support environment. . Strong focus on customer satisfaction, process development and improvement. . Strong Technical background and IT experience . Knowledge and hands on experience in all facets of operations delivering call and
email support. . Strong focus on customer satisfaction, process development and improvement. . Willing to work in a shifiting and rotating schedule including night shifts, weekends and holidays.
Monster
OpenText Exstream Customer Communications
