Customer Technical Service Specialist

Description:

OpenText, a global leader in information management, is seeking a Customer Technical Service Specialist (Enterprise) to join their team in Richmond Hill, ON. The role focuses on providing premium technical support and proactive guidance to customers developing solutions with OpenText products. The objective is to ensure customers achieve maximum business value, satisfaction, and loyalty while promoting account retention and growth.

The Specialist will work on complex customer software environments, offering hands-on support, best practices guidance, optimization, and technical mentoring. The position requires building trusted relationships, leveraging technical expertise, and addressing incidents efficiently while providing strategic advice to customers.

Key Responsibilities:

• Serve as the single point of contact for support incidents for assigned product centers.

• Develop an in-depth understanding of customer environments.

• Establish and maintain strong, trusted working relationships with customers.

• Resolve technical issues efficiently, coordinating with other OpenText experts when needed.

• Provide timely updates on open incidents and escalate critical issues as required.

• Recommend best practices to minimize operational risks and avoid common pitfalls.

• Conduct periodic supportability assessments and mentor customers to increase their technical knowledge.

• Understand customer operational profiles to improve support delivery.

• Act as a strategic partner in proactively maintaining and enhancing customers’ software investments.

• Communicate effectively with customers and internal teams, including managing escalations and critical situations.

Required Skills & Qualifications:

• Bachelor’s degree preferred, or Associate degree in a technical field.

• Minimum 3 years experience in a customer support environment.

• Knowledge of one or more OpenText product areas is an asset:

  • Service Manager (SM/SMAX)

  • Network Automation (NA)

  • Application Performance Management (APM/BAC)

  • Universal Configuration Management Database (uCMDB)

  • Operations Bridge Manager (OBM)

• Familiarity with general IT industry technology (Windows, Outlook, networking, databases).

• Proven technical troubleshooting skills.

• Strong relationship-building, negotiation, and conflict resolution skills.

• Excellent communication, coordination, and collaboration abilities.

• Ability to guide customers on best practices, configuration optimization, tuning, and integrations.

• Spanish or French language skills are an asset.

• Willingness to travel (<10%) and occasionally work outside business hours, including weekends.

About OpenText:
OpenText is a global leader in information management, fostering a culture of innovation, creativity, and collaboration. The company emphasizes AI-driven, human-centered solutions that empower digital knowledge workers. OpenText promotes diversity, equity, and inclusion, providing an environment where employees can grow professionally while contributing to cutting-edge projects that shape the future of digital transformation.