Associate Product 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.

OPENTEXT - L'ENTREPRISE DE L'INFORMATION

OpenText est un leader mondial dans le domaine de la gestion de l'information, où l'innovation, la créativité et la collaboration sont les éléments clés de notre culture d'entreprise. En tant que membre de notre équipe, vous aurez l'occasion de collaborer avec les entreprises les plus réputées au monde, de vous attaquer à des problèmes complexes et de contribuer à des projets qui façonnent l'avenir de la transformation numérique.

L'IA avant tout. Tourné vers l'avenir. Centré sur l'humain.

Chez OpenText, l'IA est au cœur de toutes nos activités : elle stimule l'innovation, transforme le travail et donne plus de moyens aux travailleurs du savoir numérique. Nous recrutons des talents que l'IA ne peut remplacer pour nous aider à façonner l'avenir de la gestion de l'information. Rejoignez-nous.

The Opportunity - Full time in Waterloo office

As an Associate Product Support Specialist, you resolve difficult customer issues and contribute to the overall growth of the business and your peers. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will: 

• Achieve high levels of customer satisfaction when responding to customer requests via phone or email 
• Troubleshoot technical and non-technical issues with the tools and skills after product training, often working issues that could not be resolved at previous support levels 
• Ensure customer has best product that suits their needs 
• Provide guidance to fellow Associate Product Support Specialists 
• Participate in the content creation lifecycle for support documentation 
   

We are looking for people who are interested in continued growth in their technology career with OpenText. An ideal candidate will invest in this job as the true career opportunity it is. A successful Associate Product Support Specialist is a person who is a self-starter, who can navigate difficult situations and conversations with a professional attitude and seeks opportunities to improve the customer experiences we provide.  

You are great at: 

• Delivered advanced technical and account support to customers via phone and email, resolving complex issues including missing data, system functionality, and escalated technical concerns.
• Investigated and troubleshot high-priority cases independently, utilizing CRM systems, knowledge bases, and technical resources to drive timely resolution and customer satisfaction.
• Collaborated with Engineering, Development, and cross-functional support teams to escalate complex issues, reproduce defects, test fixes, and identify emerging trends and solutions.
• Created, maintained, and enhanced knowledge base content by documenting new issues, updating existing articles, and improving support documentation accuracy and usability.
• Mentored and supported team members through live assistance, coaching programs, and knowledge sharing initiatives, contributing to improved issue resolution and overall team performance.
• Consistently achieved customer service and quality performance targets while adapting to evolving products, processes, training requirements, and customer support initiatives.

What it takes: 

What will make you successful at OpenText: 

• Demonstrated expertise in learning and mastering new technologies quickly, while effectively training and supporting colleagues on technical concepts and best practices.
• Built strong customer relationships by adapting communication styles to diverse audiences and successfully navigating complex or challenging customer interactions.
• Applied sound judgment and critical thinking to resolve customer issues, identify root causes, and proactively implement solutions to prevent future occurrences.
• Thrived in fast-paced, complex technical environments, independently managing competing priorities while maintaining high levels of accuracy and customer focus.
• Led and collaborated across cross-functional teams, contributing informed recommendations, driving process improvements, and supporting organizational objectives.
• Fostered a positive team culture through mentorship, knowledge sharing, continuous learning, and a strong commitment to professional growth and operational excellence.

Skills & Experience: 

• Ideally 1-2 years' experience supporting Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications
• Associates Degree in a technical field or equivalent experience is preferred 
• AS, BS or BA degree in a computer related field preferred.  Equivalent work experience will be accepted in place of the education requirement
• Passion for providing quality customer service and technical support 
• Demonstrated strong analytical and critical thinking skills 
• Technical proficiency in: Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications 
• Strong verbal and written communication skills 
• Experience in a training/mentoring role is preferred 

This is a global role supporting clients/employees in North America and Europe and requires fluency in French & English.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of 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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Salary Range: $41,400 - $62,200; 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.