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:
As a valued member of the Americas Technical support team, the Lead Technical Support Specialist engages with customers and OpenText employees to resolve critical customer issues. You will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the VIM (Vendor Invoice Management) product within complex customer environments.
What The Role Offers:
The successful candidate will be working in a highly functioning team consisting of Senior, Lead and Principal Technical Specialists that work effectively together to reach a common goal.
- Work within a high-performing team of Senior, Lead, and Principal Technical Specialists who collaborate effectively to achieve common goals.
- Identify and resolve customer issues in a timely manner, meeting published response time (SLA) requirements through phone support and written correspondence.
- Manage customer relationships and accurately document all customer interactions within the company database.
- Provide recommendations for alternative support options when customer issues are not related to OpenText products.
- Test and validate OpenText product issues across various environments to identify and confirm solutions.
- Author technical documentation and knowledge articles for inclusion in the Knowledge Center Knowledge Base.
- Collaborate with cross-functional teams and other departments to troubleshoot and resolve complex technical issues.
- Report software defects (bugs) and communicate customer feedback and product enhancement suggestions.
What You Need To Succeed:
- 2–5 years of experience working in a technical support environment.
- University or college degree in a related discipline, or equivalent work experience.
- Proven customer support experience in a technical support environment.
- Availability to participate in an on-call support rotation.
- Experience with the OpenText VIM product is considered a strong asset.
- Hands-on experience with SAP R/3 and SAP S/4HANA.
- Strong knowledge of SAP Workflow and ABAP programming.
- Experience with ALV report development.
- Working knowledge of SAP FI/MM modules, including the associated technical and business processes.
- Familiarity with SAP Fiori and web services.
- Experience with dialog programming, including building custom screens and transactions.
- Excellent verbal, written, and phone communication skills.
- Strong analytical, problem-solving, and organizational skills.
OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in ourEqual Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 contact us
[email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on ourWhy Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $86,800-$130,200; 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.
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.
