About the role
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 IMPACT A Manager Technical Support role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions and overseeing the operations of the Qfiniti Support team. This includes managing team members, prioritizing work, and handling escalated and large accounts, as well as interfacing with customers and ensuring compliance with OpenText Customer Support policies. This person must be able to understand technical concepts and be comfortable managing challenging situations while remaining customer-focused. WHAT
THE ROLE OFFERS •Direct responsibility to oversee the operations of a highly technical Customer Support team. This encompasses escalation management, time management, issue prioritization, and policy compliance. •Deliver a customer centered philosophy. •Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress. •Develop standard operating procedures for the Open Text Customer Support team. •Participate in Human Resource activities such as hiring, performance management, training, etc. •Creative thinker and able to adapt to change •To provide leadership and facilitate open communication between technical resources within the group and other departments within Open Text. •Working with Development and Product Management to drive customer issues WHAT YOU NEED TO SUCCEED •8+ years of relevant experience with strong technical expertise •Experience with relational databases (Oracle, MS SQL Server) and Unix/Windows servers •Knowledge of web technologies, networking protocols, and enterprise architectures •Familiarity with cloud deployments, clustering, and disaster recovery concepts •Understanding of security compliance and validated enterprise environments •Experience with Enterprise Content Management (ECM) solutions •Proven ability to lead technical teams and build strong team collaboration •Experience handling customer-facing roles and C-level escalations •Strong communication, interpersonal, and customer management skills •Highly organized, with the ability to manage multiple projects and escalations in fast-paced environments •Exposure to Six Sigma and/or project management methodologies 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. OpenText's commitment to diversity and inclusion surpasses legal