Customer Escalation Specialist

Description:

OpenText, a global leader in information management, is seeking a Customer Escalation Specialist to join its Mission Control Center (MCC) in Waterloo, ON. This role is critical for preventing customer escalations and driving long-term improvement by analyzing recurring issues and implementing corrective actions. OpenText emphasizes innovation, collaboration, and AI-driven solutions to shape the future of digital transformation.

Key Responsibilities:

• Detect and track at-risk customers through analysis of critical support cases, especially during go-lives, updates, or expansions.

• Investigate the causes of escalations and implement process improvements to prevent recurrence.

• Facilitate structured problem analysis using methodologies such as 5 Whys and Root Cause Analysis.

• Translate known errors into accessible knowledge through documentation, enablement, and internal awareness.

• Drive permanent corrective actions and apply systemic solutions across all customer environments.

• Support AI initiatives to identify patterns, automate RCA documentation, and detect issues proactively.

• Communicate clearly with both technical experts and executive stakeholders.

• Manage priorities in a fast-paced environment with attention to detail and follow-through.

Required Qualifications:

• 3+ years of experience in technical support, problem management, or operational risk.

• Strong understanding of problem management processes and methodologies.

• Familiarity with AI or analytics tools for risk detection is a plus.

• Proven ability to distill patterns into actionable insights and drive continuous improvement.

• Experience collaborating across Support, Engineering, and Operations teams.

• Excellent verbal and written communication skills across technical and business audiences.

• Self-starter with strong prioritization and execution skills.

• Familiarity with OpenText products and services is a plus.

• Certifications in ITIL, Lean Six Sigma, or related disciplines preferred.

About OpenText Mission Control Center (MCC):

• MCC ensures customer success during mission-critical moments, managing high-impact escalations across the entire OpenText product portfolio.

• Operates with a three-pillar strategy: protect customers, prevent future risk, and improve processes through trend analysis.