Lead Technical Support Specialist

Description:

OpenText, a global leader in information management, is seeking a highly skilled Lead Technical Support Specialist to join their Digital Support Platforms team within GTS Operations. The role focuses on providing advanced technical support, guidance, and administration across customer support platforms, ensuring seamless service delivery and enhancing the customer experience.

This position is ideal for a technically proficient professional with strong problem-solving skills, experience in customer support systems administration, and the ability to work on broad projects involving innovative technologies, including AI, automation, and workflow optimization.

Key Responsibilities

• Provide technical guidance to support teams, colleagues, and customers in diagnosing, troubleshooting, repairing, and debugging complex systems.

• Perform administrator functions in platforms such as OpenText Service Management (OTSM), ServiceNow, Salesforce, Verint, or similar community/support platforms.

• Implement process improvements and automation using workflow engines and low-code solutions.

• Ensure customers can efficiently access self-service content and have seamless case resolution experiences.

• Capture and share knowledge in the form of Knowledge Base Articles following KCS best practices.

• Communicate complex technical concepts clearly to both technical and non-technical audiences.

• Collaborate with IT teams to optimize current and future support platforms.

• Create tests, tools, and diagnostic procedures for product support personnel.

• Work on multiple broad projects and programs concurrently, recommending best practices to minimize operational risks.

Qualifications and Requirements

• University degree or college diploma in Computer Science, Programming, or Systems Analysis.

• Minimum 8 years of experience in technical support for complex software solutions.

• Excellent written and verbal communication skills in English, with experience producing customer-facing documentation.

• Proficient with customer support, community/forums, and knowledge management tools (e.g., OTSM, ServiceNow, Salesforce, Vanilla Forums, Verint, Zendesk, Nohold).

• Strong understanding of technologies such as REST and SOAP services, databases, XML, JSON, HTML/CSS, Windows, and Microsoft Office.

• Knowledge and experience in KCS (Knowledge-Centered Support) best practices; KCS Certification or KCS Coach certification is an asset.

• Experience with bug tracking tools like JIRA and Octane.

• Programming experience in JavaScript, Jelly, Angular JS is an asset.

• Strong team-building, relationship management, and conflict resolution skills.

• Ability to clearly communicate technical solutions to both technical and non-technical stakeholders.

What OpenText Offers

• Opportunity to work with a global leader in information management, contributing to innovative digital transformation projects.

• Inclusive and diverse work environment that values collaboration, innovation, and personal growth.

• Exposure to cutting-edge technologies including AI, Machine Learning, and automation tools.

• Professional development opportunities and access to a global network of experts.

• Commitment to equity, diversity, and inclusion in the workplace.