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
The OpenText (Documetum) technical support team is currently looking for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent 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 Documentum Captiva suite of products within complex customer environments, while suggesting techniques and tools for application development.The successful candidate will be working in a highly functioning team to reach a common goal, that is customer success.
YOU ARE GREAT AT
- Representing OpenText, acting as first point of contact for all technical inquiries.• Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy• Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.
- Learning new products and process faster to find solution for customers effectively.• Ability to understand complex customers environments and products usage, and effectively communicate with subject mater experts to find a resolution.
- Delivering resolution effectively as the key point of contact.• Collaborating cross-team and cross-product on technical issues with a variety of resources and documenting in ServiceNow.• Ability learn and contribute to the knowledge base by authoring and editing articles.• Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.• Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
WHAT IT TAKES TO SUCCEED
- 2+ years previous experience working within a technical support environment or similar.• University/College degree within a related discipline or equivalent work experience.
- Aptitude to learn (a thirst for knowledge) new skills quickly and use them effectively will give a competitive advantage.•Experience in installing, upgrading, configuring and maintaining software.
- Very good working knowledge on Windows OS and Ability to learn new OS.
- Experience in relational DBMS will be an advantage.
- Knowledge of web application servers will be an advantage.
- Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix) or cloud technologies will be an advantage.
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.• Ability to multi-task and prioritize work effectively to in a fluid environment that is ever growing and changing.
- Troubleshooting skills, positive attitude, patience, understanding, dedication, commitment and Team work is a must have.• Attention to detail with strong communication skills both verbal and written.• Experience in any Opentext productwill be an advantage.
- As a 24x7x365 organization; shift work, holidays and on-call responsibilities may be required.
ONE LAST THINGOpenText is more than a global technology leader—we are a values-driven community built on trust, accountability, and innovation. Here, ownership matters, collaboration is essential, and your work makes a real impact. Join us to help shape the future of information management while building a career where your voice is heard and your contributions truly matter.
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 submit a ticket atAsk HR. 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. 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: $60,000 - $90,000; 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.
